Client Services Solutions Lead (Hybrid/Remote)

Union Bank & Trust; Lincoln (NE); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Union Bank & Trust in Lincoln, NE seeks a Client Services Solutions Manager to own the 529 Client Services technology ecosystem and partner with Client Services, Operations, IT, and vendors to align technology with business objectives and reporting needs.

You will lead NICE CXone configurations, WFM/QM tools, dashboards, and reporting, driving continuous improvement and digital transformation across call center and client services operations.

Qualifications

• Bachelor-level degree or equivalent professional experience.
• 5+ years supporting contact center operations, business systems, analytics, or technology solutions.
• Experience with system administration, reporting and analytics, platform support, troubleshooting, and vendor management.
• NICE CXone experience strongly preferred.
• Cloud-based contact center platform experience preferred.

Responsibilities

• Serve as business lead for NICE CXone alignment with objectives, SLAs, and customer experience requirements.
• Configure and maintain NICE CXone WFM and QM tools, optimize forecasting, scheduling, and performance reporting.
• Monitor service metrics and coordinate with IT/vendors to resolve system concerns.
• Support SLAs and KPIs with leadership to improve customer experience initiatives.
• Oversee call recording and quality monitoring programs for performance management.

Skills

Power BI

SQL

Data analysis

AI awareness

Education

Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field

Tools

NICE CXone

Creatio

CRM systems

PowerAgent

Job description

Union Bank & Trust in Lincoln, NE seeks a Client Services Solutions Manager to own the 529 Client Services technology ecosystem and partner with Client Services, Operations, IT, and vendors to align technology with business objectives and reporting needs.

You will lead NICE CXone configurations, WFM/QM tools, dashboards, and reporting, driving continuous improvement and digital transformation across call center and client services operations.