The Manager, Contact Center Applications works directly with North American and European Leadership teams to support our enterprise call center solutions enabling our day to day operations. This role will ensure business optimization of our contact center tools such as Genesys and Verint. This role will also be a critical link between our customer service operations and IT as it relates to new skills, workflows, customer facing messaging and contact center tool optimization.
Partner with IT team to ensure Verint solutions are functional and engineered to support our contact center strategies around planning, training, call capture and evaluation. Work with IT teams to ensure Genesys solutions are functional and engineered to support our contact center strategies around workflow, channel management and agent utilization. Identify, support and drive quality monitoring strategies within Verint and IT teams. Support and consultation on web support and applications for fishersci.com. Provide oversight and management to Web applications support team for tier 1 issues. Engage with contact center operations leaders to ensure knowledge, linkage and awareness on contact center operation strategies. Stay abreast of contact center technology trends and assess their relevancy to Thermo Fisher’s contact center operations.
5 or more years in a contact center environment
3 or more years of Contact Center Management
3 or more years in call center operations experience
Verint/NICE (IEX) full suite application knowledge
Genesys full suite application knowledge
Cognos and or Cognos Query Studio.
BA/BS Degree desired or equivalent work experience
Demonstrated knowledge of WFM, Quality and reporting solutions
Non-Negotiable Hiring Criteria:
Working knowledge and utilization of other MS Office programs.
Experience with Cognos, SQL and ODBC solutions
Critical thinking, decision making and problem solving skills
Strong Attention to Detail.
Commitment to reliability, integrity and confidentiality
Ability to forge positive working relationships
High level understanding of conceptual or operational development, integration and coordination of business strategies
Ability to gain acceptance by others in sensitive situations Seems covered above by forging positive working relationships
Excellent written and verbal communication skills
Intense follow-through skills
Superior organizational and prioritization skills
Ability to manage multiple initiatives simultaneously and prioritize tasks accordingly
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.