Contact Center Operations Manager

ESSENTIAL FUNCTIONS: Support and advocate for an overall cultural change movement at BPS including strong focus on automation/self-service growth, consumer experience, and omni-channel growth 20% Leadership and team development – demonstrated ability to identify talent, create development plans and execute team strategies 20% Lead process team to develop solid professional cross-functional relationships and resolve systemic issues impacting the customer experience 15% Partner with the contact center leadership team to make technology recommendations that position the team for success 5 years out 15% Implement and iterate new cutting-edge customer engagement solutions that drive improved NPS and CSAT 25% ALL OTHER DUTIES AS ASSIGNED 5% EXPERIENCE/QUALIFICATIONS: Minimum Degree Required: Bachelor’s Degree or Equivalent Experience: 5 years of proven experience as a contact center technology lead, architecting and implementing contact center solutions KNOWLEDGE, SKILLS AND ABILITY: Experience implementing next generation systems in the contact center (examples may include Calabrio or NICE speech and text analytics. Five9, 8x8 or Nice InContact solutions) Advanced knowledge of contact center technologies including chat bot implementation Ability to work on multiple projects without direction Possesses solid presentation skills and ability to consistently do what you say you are going to do when you say you are going to do it Previous experiencing implementing AI into the customer experience Experience in customer service. Knowledge of and familiar with basic computer use. Must be able to write, type and use a computer. Must be able to read documents, reports, computer screens and other written communication. Must be able to effectively interpret and manage difficult situations. Must be able to hear well enough to communicate with customers and co-workers. Ability to work on a team and independently. TRAVEL REQUIREMENTS: Up to 15% of time Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information or any other basis protected by applicable federal, state or local law. Full Time Benefits Summary: Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions! Medical Dental Vision Health Savings Account Flexible Spending Account Voluntary benefits 401k Retirement Savings Paid holidays Paid vacation Paid sick time Bass Pro Cares Fund And more! Bass Pro Shops