Contact Center Platform Manager – Omnichannel

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Firefighters First Credit Union

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1935

🏦 Banking

💸 Finance

🛡️ Insurance

Banking • Finance • Insurance

Firefighters First Credit Union is a financial institution dedicated to serving the unique needs of firefighters and their families. It offers a comprehensive range of banking services including personal and business banking, savings and checking accounts, loans, credit cards, insurance, and investment services. With a commitment to improving the financial lives of its members, Firefighters First Credit Union provides personalized banking solutions and valuable financial resources designed specifically for the firefighting community.

📋 Description

• 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.

🎯 Requirements

• 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.