Director, Contact Center Solutions Integration
Company Name:
Fidelity Investments
Position Type:
Full-time
The Director, Contact Center Solutions Integration will report to the VP of Regional Center Operations as part of Personal Investing's national contact center operations team. This person will be accountable for the integration of the Next Generation Contact Center (NGCC) capabilities into the daily operating environment. This critical role will help the Regional Center Operations team through program implementation and then will lead innovation efforts to fully leverage the new technology. The Director, Contact Center Solutions Integration will be a thought leader in operational excellence and will be responsible for creating and implementing an operating structure and capability that is unmatched in the industry.
This position will work closely with the VP of National Operations, Director of Resource Planning, VP of Operations and Quality at each of the sites and the national NGCC team. This role is responsible for leading work streams on NGCC implementation and migration including: intraday call volume management, short term staff planning, call routing strategies, service model enhancements, technology solutions, and operational metrics.
Additionally, this role will help identify, develop, and lead the plans to improve areas of operational efficiency, the customer experience, process improvement and to maximize areas of operational goal achievement.
Primary Responsibilities
Project and Initiative Management
o Serve as a point person for NGCC to execute operationally through the Regional Center Operations team - set priorities, agree to plans, assist with implementation, and leverage new capabilities
o Design and drive specific initiatives and programs: Set direction, ensure goals and resource requirements are well understood, and take responsibility for successful completion.
o Assess organizational readiness relative to the NGCC migration, working closely with National Operations, field leadership, and program team.
o Own the strategic planning and execution required to ensure operational readiness for the NGCC migration
o Provide project management and implementation support for VP, Regional Center Operations
Operations Leadership
o Develop an organizational structure which will enable success of the national operations team in managing a complex, multi-site, multi-channel environment while leveraging the full capabilities of the NGCC solution.
o Work with National Operations team to establish core operational and technical competencies necessary to drive an efficient and effective contact center operation
o Build an exceptional level of Genesys knowledge on the Regional Center Operations team to ensure both readiness for broad implementation and an ability to leverage the full capabilities of the system
o Define Key Performance indicators to effectively measure associate productivity, resource utilization, and the customer experience
o Monitor Key Performance indicators and other metrics related to NGCC to identify areas requiring focus and work with operations teams to analyze results.
o Drive operational execution and consistency
Functional Support / Communication
o Provide consistent and clear communication to management
o Champion improvements and changes in operations and telephony expertise in support of site and national initiatives
Qualifications:
Education and Experience
Bachelors Degree or equivalent experience required (advanced degree preferred)
Minimum of 7 years of experience in contact center operations, capacity management or related field
Financial Services experience
Project Management experience desired
Experience with system migrations or large scale implementations is a plus
Skills and Knowledge
Demonstrated leadership, communication, strategic thinking, planning and organization; influencing and negotiation skills
Ability to synthesize complex array of performance metrics and trends to clearly communicate performance to executives and various business partners
Ability to analyze data on multiple levels to determine appropriate approaches
Strong organizational leadership capabilities and understanding of business environment
Strong communication skills, including meeting facilitation and public speaking
Ability to manage effectively in a fast paced, high pressure/high visibility position
Experienced leader of change and innovation
Strong customer focus
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want- from the 23 million people investing their life savings, to the 20,000 businesses managing their employee benefits programs, to the10,000 advisors and institutions needing innovative technology solutions to invest their clients' money. To do this well, as a privately held company, we place a high degree of value in nurturing a work environment that attracts the best talent and reflects our commitment to being an employer of choice . For more information about Fidelity Investments, visit .Estimated Salary: $20 to $28 per hour based on qualifications.
Fidelity Investments
Position Type:
Full-time
The Director, Contact Center Solutions Integration will report to the VP of Regional Center Operations as part of Personal Investing's national contact center operations team. This person will be accountable for the integration of the Next Generation Contact Center (NGCC) capabilities into the daily operating environment. This critical role will help the Regional Center Operations team through program implementation and then will lead innovation efforts to fully leverage the new technology. The Director, Contact Center Solutions Integration will be a thought leader in operational excellence and will be responsible for creating and implementing an operating structure and capability that is unmatched in the industry.
This position will work closely with the VP of National Operations, Director of Resource Planning, VP of Operations and Quality at each of the sites and the national NGCC team. This role is responsible for leading work streams on NGCC implementation and migration including: intraday call volume management, short term staff planning, call routing strategies, service model enhancements, technology solutions, and operational metrics.
Additionally, this role will help identify, develop, and lead the plans to improve areas of operational efficiency, the customer experience, process improvement and to maximize areas of operational goal achievement.
Primary Responsibilities
Project and Initiative Management
o Serve as a point person for NGCC to execute operationally through the Regional Center Operations team - set priorities, agree to plans, assist with implementation, and leverage new capabilities
o Design and drive specific initiatives and programs: Set direction, ensure goals and resource requirements are well understood, and take responsibility for successful completion.
o Assess organizational readiness relative to the NGCC migration, working closely with National Operations, field leadership, and program team.
o Own the strategic planning and execution required to ensure operational readiness for the NGCC migration
o Provide project management and implementation support for VP, Regional Center Operations
Operations Leadership
o Develop an organizational structure which will enable success of the national operations team in managing a complex, multi-site, multi-channel environment while leveraging the full capabilities of the NGCC solution.
o Work with National Operations team to establish core operational and technical competencies necessary to drive an efficient and effective contact center operation
o Build an exceptional level of Genesys knowledge on the Regional Center Operations team to ensure both readiness for broad implementation and an ability to leverage the full capabilities of the system
o Define Key Performance indicators to effectively measure associate productivity, resource utilization, and the customer experience
o Monitor Key Performance indicators and other metrics related to NGCC to identify areas requiring focus and work with operations teams to analyze results.
o Drive operational execution and consistency
Functional Support / Communication
o Provide consistent and clear communication to management
o Champion improvements and changes in operations and telephony expertise in support of site and national initiatives
Qualifications:
Education and Experience
Bachelors Degree or equivalent experience required (advanced degree preferred)
Minimum of 7 years of experience in contact center operations, capacity management or related field
Financial Services experience
Project Management experience desired
Experience with system migrations or large scale implementations is a plus
Skills and Knowledge
Demonstrated leadership, communication, strategic thinking, planning and organization; influencing and negotiation skills
Ability to synthesize complex array of performance metrics and trends to clearly communicate performance to executives and various business partners
Ability to analyze data on multiple levels to determine appropriate approaches
Strong organizational leadership capabilities and understanding of business environment
Strong communication skills, including meeting facilitation and public speaking
Ability to manage effectively in a fast paced, high pressure/high visibility position
Experienced leader of change and innovation
Strong customer focus
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want- from the 23 million people investing their life savings, to the 20,000 businesses managing their employee benefits programs, to the10,000 advisors and institutions needing innovative technology solutions to invest their clients' money. To do this well, as a privately held company, we place a high degree of value in nurturing a work environment that attracts the best talent and reflects our commitment to being an employer of choice . For more information about Fidelity Investments, visit .Estimated Salary: $20 to $28 per hour based on qualifications.
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