Remote Member Experience Platform Manager

Firefighters First Credit Union; United States; On-site; USD 112,361 - 124,845; Full time

Job summary

Firefighters First Federal Credit Union is seeking a Member Experience Platforms Manager to optimize member interactions across contact center and digital channels. You will own the platforms, define routing strategies, and drive analytics and continuous improvement to enhance service excellence and scalability for a national member base.

The role requires experience with IVR, multichannel routing, and contact center technology, plus a track record of improving service levels and operational

Qualifications

• Diploma required; three+ years of technical or operational experience in financial services preferred.
• Strong skills in data visualization, statistics, reporting and performance analytics.
• Experience with IVR, digital channels and multichannel contact center environments.

Responsibilities

• Manage and optimize member-facing contact center technologies, digital engagement platforms and interaction channels.
• Design and maintain IVR/IVA experiences and multichannel routing strategies to improve containment and experience.
• Administer contact center platforms (telephony, text, chat, video); deploy enhancements and integrate across channels.
• Lead root-cause analysis for system issues and coordinate resolutions with IT, vendors and operations.
• Develop reports, dashboards and analytics to identify trends, risks and opportunities for improvement.
• Support capacity planning and scheduling through volume analysis and staffing modeling.
• Maintain documentation of configurations, workflows and reporting standards for consistency and scalability.

Skills

Data visualization

Statistical analysis

Reporting

Performance analytics

IVR platforms

Digital engagement channels

Call routing systems

Education

Diploma

Tools

RingCentral EX/CX

Calabrio WFM/QM

Eltropy

Job description

Firefighters First Federal Credit Union is seeking a Member Experience Platforms Manager to optimize member interactions across contact center and digital channels. You will own the platforms, define routing strategies, and drive analytics and continuous improvement to enhance service excellence and scalability for a national member base.

The role requires experience with IVR, multichannel routing, and contact center technology, plus a track record of improving service levels and operational