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Contact Center Operations Manager
skillventory - A Leading Talent Research FirmContact Center Operations Manager serving as technical liaison between business and technology teams within Fidelity. Ensuring successful implementation of business objectives for contact center platforms.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
contact center platformssystem requirementsapplication knowledgeproduct knowledgeperformance metricsworkforce management indicatorsScrumAgile methodology
Soft Skills
collaborationconsultingcommunicationunderstanding business objectivesarticulating technical changes
Certifications & Qualifications
college degree
Industry Keywords
contact center experiencesystem functionalityprogram achievementsproduct roadmapsbusiness requirements
About the role
Key responsibilities & impact- Act as the technical solution liaison between business, operations, and technology teams
- Ensure business objectives are understood and implemented for contact center platforms
- Collaborate closely with development teams, partners, technology leads, and agile teams
- Ensure successful delivery of program achievements and adherence to product roadmaps
- Make recommendations regarding system functionality
- Translate business requirements into system requirements
Requirements
What you’ll need- 4+ years contact center experience
- College degree or equivalent business experience
- Strong application and product knowledge for optimal solutions
- Detailed understanding of the relationship and integration of contact center platforms
- Strong operational knowledge for new initiatives
- Ability to understand and articulate end-to-end impact of technical changes
- Work as a consultant on new business objectives
- Collaborate with business partners for continuity of implemented solutions
- Knowledge of key call center performance metrics and workforce management indicators
- Familiarity with Scrum/Agile methodology
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours