27 Mar
Contact Center Systems Manager
Vacancy expired!
The
Contact Center Systems Manager will work closely with business stakeholders and technology partners to optimize the systems to support a world-class Contact Center. The role will provide expertise and leadership for systems and tools used by the contact center, including developing system roadmaps, identifying system requirements, facilitating User End Training, conducting training, administering systems, and monitoring system usage. This position will primarily focus on the Call Center, with ties to the rest of our Customer Care teams', including Notary Support Services and Trusted Notary. At the National Notary Association, our culture believes that this should be everyone's "Best Job Ever", as evidenced by the many employees with a long tenure at the NNA. We offer a robust benefits program, including a free medical coverage option for employees. In addition to paid time off, Company holidays, and several employee events throughout the year, you will also benefit from a 401(k) plan with Company match, and annual Profit Sharing. WHAT YOU'LL BE DOING- Collaborate with various departments to understand their needs and identify solutions to address and drive improvements in the Contact Center
- Define the vision for a technology-enabled Contact Center, including managing the system roadmap
- Evolve the Contact Center technology-vision for the organization, work with Sr. Customer Care Leadership to gain buy-in, and develop business cases for future digital investments
- Drive Contact Center system development for ACD and CRM from conceptualization through design/development, launch, and beyond
- Manage entire system lifecycle, including defining requirements, writing user stories and acceptance criteria, managing UAT and working with IT and other stakeholders to ensure a successful launch
- Manage the Contact Center system roadmap, including refining and prioritizing tasks in the backlog and acting as an evangelist among cross-functional stakeholders and leadership to ensure buy-in of project priorities
- Synthesize business strategies, and external customer needs to develop compelling and engaging systems and user experiences
- Serve as the subject matter expert for the Contact Center platform and ensure that other teams and business users are getting the maximum value possible from the platform's capabilities
- Establish KPIs and provide metrics to optimize customer experience and digital marketing tactics to ensure they deliver against their planned objectives and recommend enhancements or shifting course as necessary
- Partner with IT to identify and evaluate hardware and software suppliers for various build vs. buy decisions
- Follow internal controls, regulations, and company policies as set by the Company and job function.
- Contribute to the success of the Company by leading or assisting with other projects and tasks as assigned
- Represent the customer’s "Voice" across the business to ensure cohesive, integrated customer experience across channels
- Keep abreast of industry trends and best practices in the area of Contact Center and Customer Experience
- Partner with the Customer Care leadership team to ensure cohesive, integrated customer interaction across channels
- Identify how Contact Center business processes and customer experiences can be enabled with technology
- Integrate home-grown CRM with ACD
- Contribute to a positive working environment, making this the Best Job Ever for self and others
- Diploma or equivalent required; degree preferred
- Minimum 5 - 10 years Contact Center technology experience
- Prior experience in a Contact Center management and/or technology role
- Strategic understanding of Contact Center solutions and order management
- Skills that enable you to adapt quickly to change, solve problems rapidly, and act decisively in a fast-paced, and driven environment
- Ability to gather and document business processes and system requirements
- Ability to effectively communicate across all levels of the organization, including excellent facilitation and training skills
- Strong business and technology acumen
- Ability to work independently and build effective interpersonal relationships inside and outside of NNA
- Strong leadership and management skills
- Ability to effectively communicate both written and verbally to team members and externally with vendors and suppliers
- Be a self-driven and self-motivated individual with a strong work ethic and a high degree of personal integrity; polite, friendly, helpful, and courteous
- A reliable at-home internet connection and availability to work remotely if/when needed
- Interested candidates must submit a resume/CV to be considered
- Must be willing to submit to a background investigation
- Must have unrestricted work authorization to work in the United States
Vacancy expired!