Contact Center Platform Manager

Job Summary

Focused on enhancing member experience and operational performance, the full-time remote Contact Center Platform Manager will manage member-facing technologies and digital engagement platforms while driving service excellence and continuous improvement initiatives.

Key responsibilities:

• Managing and optimizing contact center technologies and digital engagement platforms to enhance member satisfaction and operational performance
• Designing and maintaining IVR/IVA experiences and routing strategies to improve member interactions and self-service options
• Developing reporting and performance analytics to identify trends and inform operational decisions, ensuring effective channel coverage and service levels

Required qualifications:

• Bachelor's degree required
• Three or more years of technical or operational experience, preferably in a financial institution
• Strong skills in data visualization, statistical analysis, and performance analytics
• Experience with IVR platforms and multichannel contact center environments
• Familiarity with contact center technologies such as RingCentral EX/CX or Calabrio WFM/QM preferred