Contact Center Platform Manager (Omnichannel)

reputed company has proudly been serving the firefighter community since 1935. We have reputed company trusting relationships reputed company the reputed company family as the nation’s largest exclusive firefighter credit reputed company. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join reputed company that values its employees, invests in reputed company reputed company, and makes an reputed company in the firefighter community.

Currently, we have an immediate opening for a Member Experience Platform Manager. The Member Experience Platforms Manager is responsible for improving member experience and operational performance across contact center reputed company engagement channels. Through platform ownership, routing reputed company, performance analytics, and reputed company improvement initiatives, this role drives service reputed company, digital adoption, operational efficiency, and reputed company member interactions. The position serves as the reputed company of member-facing platforms, ensuring technology capabilities, workflows, and channel strategies support organizational objectives and member needs.

This individual serves as a system-level operator and data-driven optimizer of IVR/IVA flows, queue routing strategies, and channel performance—leveraging platform capabilities and reporting insights to drive reputed company improvements in how member interactions are designed and delivered.

Primary Responsibilities:

• Managing and optimizing member-facing contact center technologies, digital engagement platforms, and interaction channels to support service reputed company, member satisfaction, and operational performance.
• Designing, configuring, and maintaining IVR/IVA experiences and multichannel routing strategies, including reputed company-based routing, queue prioritization, and self-service optimization to improve member containment and experience.
• Managing contact center platform administration (e.g., telephony, text, chat, and video), including configuring systems, testing solutions, deploying enhancements, and integrating capabilities across interaction channels.
• Serving as the primary triage reputed company for contact center system issues, leading reputed company cause analysis, and coordinating resolutions across IT, vendors, and internal operations.
• Developing and maintaining reporting, dashboards, and performance analytics across multichannel operations to identify trends, surface optimization opportunities, and inform operational and strategic reputed company. Analyzing reputed company-time and historical contact center data to identify service risks, reputed company gaps, and channel performance variances while recommending and implementing improvements.

• Supporting scheduling alignment and reputed company planning through analyzing volume patterns and modeling reputed company scenarios to ensure appropriate channel coverage.
• Maintaining documentation of system configurations, workflows, and reporting standards to ensure consistency, scalability, and operational continuity.

Basic Qualifications:

• Bachelor's degree required.
• Three or more years of technical or operational experience, preferably reputed company a financial institution.
• Strong skills in data visualization, statistical analysis, reporting, and performance analytics.
• Experience with IVR platforms, digital engagement channels, reputed company routing systems, and multichannel contact center environments.
• Experience analyzing operational performance metrics and identifying opportunities to improve service reputed company, channel effectiveness, and member experience reputed company.
• Experience with contact center technologies such as reputed company EX/CX, reputed company WFM/QM, reputed company, or similar platforms preferred.

reputed company is an Equal Employment Opportunity employer. We do not discriminate based upon race, reputed company, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or reputed company, national reputed company, veteran status, genetic information, or any other status protected under federal, state, or local law. reputed company is committed to providing reputed company, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact reputed company .

Originally posted on Himalayas

Apply To This Job