Senior Manager, Systems Operations
DSI
Job Level
Mid-LevelSenior
About the role
- Own the day-to-day operational administration of the call center platform and user management of related user applications for the sales call center team.
- Manage Contact Center Software and tools efficiently (i.e. CXone User Hub, ACD, IVR, Performance Management).
- Become a SME in products, processes, and systems used by contact center users.
- Own technical configuration of system as required including new product rollout and adoption.
- Analyze IVR routing to ensure proper destination and outcomes.
- Provide business analysis, business area assessment, and user needs analysis.
- Regularly review and refine dashboard reporting and performance management for consistency and clarity.
- Ensure managerial users can access, comprehend, and utilize platform tools including Performance Management, Quality Management, and Interaction Analytics.
- Identify campaign process and performance gaps and collaborate with leadership and center management to develop action plans.
- Work cross-functionally with call center management to evaluate KPIs and performance at the team and individual level.
- Troubleshoot issues and outages and submit support cases as needed.
- Communicate new/revised processes and changes to team; ensure understanding and implementation of process/changes.
- Report through the Systems Operations team and collaborate daily with senior call center management, including international centers.
- Remote role requiring U.S. residency.
Requirements
- Bachelor’s Degree or work-related experience
- 5 or more years of successful experience in a contact center operations environment
- 5 years’ experience working in a customer service type of environment
- Experience with CXone (NICE inContact) required, scripting experience preferred
- Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Quality Management [QM]) tools
- Collaborative attitude, strong verbal and written communication skills
- Relentless attention to detail
- Strong analytical, reasoning, and problem-solving skills
- Innovative and strategic thinker capable of taking initiative
