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. It’s 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 Technology

Please be advised that Fidelity’s 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.