Contact Center Operations Manager
At a glance
AI generatedTL;DR
As a Contact Center Operations Manager within Fidelity’s dynamic team, you will serve as the technical liaison between business and technology teams to ensure seamless implementation of contact center platforms. Your day-to-day responsibilities include translating business requirements into system requirements, collaborating with development teams on agile projects, and ensuring adherence to product roadmaps. You must possess a deep understanding of tools like Genesys, WFM, NICE, and other relevant platforms, along with expertise in call center performance metrics such as CSL, ASA, OT, and PTO. The ideal candidate has 4+ years of contact center experience, strong operational knowledge, and familiarity with Scrum/Agile methodologies. This role demands a consultant-level approach to new business objectives, ensuring optimal technical solutions are leveraged for exceptional customer experiences in a fast-paced, data-driven environment.
Skills
What you'll do
- - Translate business requirements into system requirements for contact center platforms.
- - Serve as a subject matter expert on Genesys, WFM, NICE, and other relevant tools.
- - Ensure all operational requirements are considered in new initiatives and projects.
- - Collaborate with development teams to deliver successful program achievements.
- - Understand and articulate the end-to-end impact of technical changes across systems.
What we're looking for
- 4+ years of contact center experience required.
- College degree or equivalent business experience necessary.
- Strong knowledge of contact center platforms like Genesys, WFM, and NICE.
- Ability to translate business requirements into system requirements effectively.
- Experience in Scrum/Agile methodology for project management.
- Understanding of key call center performance metrics such as CSL, ASA, OT, PTO.
- Expertise in collaborating with development teams and technology leads.
Employer
About Fidelity Financial Services
Fidelity Investments is one of the largest financial services companies in the world, offering brokerage services, mutual funds, retirement planning, wealth management, and life insurance to individuals and institutions. Industry: Financial Services & Investment Management
Fidelity Financial Services currently has 5 open roles on FindRole.
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