Contact Center Operations Manager

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps are designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work.

Hybrid Work Schedule-Monday thru Wednesday in office, Thursday & Friday option to work remote.

Our Recipient Experience department is the central contact center for end-user support and charged with ensuring that every interaction is efficient, world-class in care and communication, and exceeds expectations by delivering personalized solutions that foster trust and satisfaction.

Job Description - Contact Center Operations Manager

As the Manager of our Contact Center Operations, you will:

• Develop call center strategies through needs assessments, performance criteria, capacity planning, and cost/benefit analyses.
• Enhance call center systems by developing customer interaction and voice response systems, designing user interfaces, and coordinating with IT partners.
• Introduce new technologies like text, chat, AI, analytics, cloud communication, and self-service tools.
• Monitor and improve call center operations by resolving challenges, managing systems, and implementing process improvements.
• Collaborate effectively with a team-first mentality and strong work ethic.
• Lead a small team aligned to the delivery of services required in this role.
• Achieve resourcing objectives by training, coaching, and managing staff, and administering scheduling systems.
• Assist in meeting financial objectives through budgeting, forecasting, and analyzing variances.
• Prepare and communicate performance reports by analyzing data and trends.
• Manage omnichannel strategy and bot implementation (Genesys preferred, similar systems acceptable).
• Ensure KPI targets are met.
• Support global operational needs, including flexibility for occasional after-hours meetings.
• Work as a strategic partner throughout the organization.
• Project Manage the development and implementation of software features that enhance the contact center experience.
• Deploy continuous improvement methods to drive efficiency and cost savings.

Minimum Requirements:

• Strong leadership, analytical, mentoring, and relationship-building skills.
• Lead and participate in a team environment that values people above everything else.
• Outgoing personality with a strong ability to collaborate with team members.
• Identify opportunities to appreciate team members' and peers' contributions and leverage our solutions to create meaningful recognition moments.
• Ability to support needs of multiple global partners.
• Excellent interpersonal, written, and oral communication skills.
• Self-driven with an ability to execute on short and long-term initiatives.
• Skilled in fundamental office applications such as Microsoft Office suite, Zoom, etc. and ability to learn department-specific software and O.C. Tanner proprietary software.

Experience & Education:

• 3+ years of contact center leadership experience.
• Proficient in staffing models, scheduling, and telecom.
• Advanced knowledge of call center technology, call recording, quality management, and call flow development.
• Preferred experience with Genesys, Microsoft Dynamics, and other CRM systems.
• Expertise in text, chat, and social omni-channels.
• Experience in evaluating and implementing new call center features.
• Bachelor's degree preferred.

Essential Functions/Working Conditions:

• Reports to Director, Contact Center.
• Must be located along the Wasatch Front with the ability to be in office M-W, and for infrequent occasions on Thursday or Friday.
• Flexibility to establish a routine that includes occasional meetings outside of standard business hours for global collaboration.
• Office-type work requiring periods of sitting at a computer, typing, and moving around the workplace to participate in meetings.