客服平台经理（全渠道）
Contact Center Platform Manager (Omnichannel)
Firefighters First Federal Credit Union 自1935年以来一直为消防员社区提供服务，我们以成为全国最大的专属消防员信用合作社而自豪。我们与消防家庭建立了信任关系。我们致力于为会员提供卓越的金融产品和服务，以及传奇般的服务，使我们的会员在全国范围内不断增长。加入一个重视员工、投资专业成长，并在消防员社区产生影响的团队。
目前，我们正在寻找一名会员体验平台经理。会员体验平台经理负责通过客服中心和数字互动渠道提升会员体验和运营表现。通过平台拥有权、路由策略、性能分析和持续改进计划，该职位推动服务卓越、数字采用、运营效率和可扩展的会员互动。该职位是面向会员的平台的业务负责人，确保技术能力、工作流程和渠道策略支持组织目标和会员需求。
该职位负责IVR/IVA流程、队列路由策略和渠道性能的系统级操作和数据驱动优化，利用平台功能和报告洞察力，持续改进会员互动的设计和交付方式。
主要职责：
- 管理和优化面向会员的客服中心技术、数字互动平台和互动渠道，以支持服务卓越、会员满意度和运营表现。
- 设计、配置和维护IVR/IVA体验和多渠道路由策略，包括基于技能的路由、队列优先级和自助服务优化，以提高会员留存和体验。
- 管理客服中心平台管理（例如电话、短信、聊天和视频），包括配置系统、测试解决方案、部署增强功能，并在互动渠道间集成功能。
- 作为客服中心系统问题的主要处理点，领导根本原因分析，并协调IT、供应商和内部运营的解决方案。
- 开发和维护多渠道运营中的报告、仪表盘和性能分析，以识别趋势并发现优化机会。
查看英文原文
Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation’s largest exclusive firefighter credit union. 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 a team that values its employees, invests in professional growth, and makes an impact 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 and digital engagement channels. Through platform ownership, routing strategy, performance analytics, and continuous improvement initiatives, this role drives service excellence, digital adoption, operational efficiency, and scalable member interactions. The position serves as the business owner 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 continuous 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 excellence, member satisfaction, and operational performance.
- Designing, configuring, and maintaining IVR/IVA experiences and multichannel routing strategies, including skill-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 point for contact center system issues, leading root 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 decisions. Analyzing real-time and historical contact center data to identify service risks, capacity gaps, and channel performance variances while recommending and implementing improvements.
- Supporting scheduling alignment and capacity planning through analyzing volume patterns and modeling staffing 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 within a financial institution.
- Strong skills in data visualization, statistical analysis, reporting, and performance analytics.
- Experience with IVR platforms, digital engagement channels, call routing systems, and multichannel contact center environments.
- Experience analyzing operational performance metrics and identifying opportunities to improve service levels, channel effectiveness, and member experience outcomes.
- Experience with contact center technologies such as RingCentral EX/CX, Calabrio WFM/QM, Eltropy, or similar platforms preferred.
Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources .
Originally posted on Himalayas