Posted 11 days ago
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**Contact Center Operations Manager** drives technical solutions, liaising between business, operations, and technology teams. You'll act as a subject matter expert, interpreting business requirements, and collaborating with development teams and agile teams to deliver customer-centric, data-focused initiatives. Key responsibilities include maintaining a detailed understanding of contact center platforms like Genesys, WFM, NICE, and others, ensuring optimal solutions to support business objectives. Required: 4+ years of contact center experience, college degree or equivalent, strong operational and application knowledge, and familiarity with Scrum/Agile methodology.
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Full Job Description
Job Description:
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
As a Contact Center Operations Manager within the Contact Center Operations Team, your primary focus is to act as the technical solution liaison between the business, operations, and technology teams to ensure that business objectives are understood and properly implemented for the contact center platforms. You will act as the subject matter expert in several aspects of the contact center platforms with a detailed understanding of the relevant tools and products available and their roadmaps. We are seeking a dynamic and expert individual with a consistent record of collaborating with business partners, understanding business requirements, translating business requirements into system requirements, and making recommendations regarding system functionality. This individual will work closely with development teams, partners, technology leads, and agile teams to ensure successful delivery of program achievements and adherence of the deliverables to the product roadmaps. Its a fast-paced environment where decisions are customer-centric, data-focused, collective, and iterative!
The Expertise and Skills You Bring
4+ years contact center experience
College degree or equivalent business experience
Strong application and product knowledge to deliver and implement optimal solutions in support of business objectives
Detailed understanding of the relationship and integration of the contact center platforms including but not limited to Genesys, WFM, NICE, and any other platforms used to deliver exceptional customer and associate experiences
Strong operational knowledge to ensure all requirements are considered in new initiatives
Ability to understand and articulate the end-to-end impact of technical changes across multiple systems
Work as a consultant on new business objectives to ensure the appropriate technical solution is leveraged and implemented
Collaborate with business partners to ensure continuity and refinement of implemented solutions
Ability to understand and perform regular technology enhancements, application and platform upgrades, and ongoing maintenance needs
Knowledge and understanding of key call center performance metrics and workforce management indicators such as CSL, ASA, OT, PTO, etc.
Familiarity with Scrum/Agile methodology and processes
The Team
The mission of the Operations team is to ensure that the Fidelity Charitable Contact Centers have the right resources at the right time, with the right skills to effectively deliver a world class experience for both donors and associates. We take pride in ensuring that donors get the best possible experience when interacting with Fidelity Charitable.
Certifications:
Category:
Information TechnologyPlease be advised that Fidelitys business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
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