Position Summary: The Client Services Solutions Manager serves as the business owner for the 529 Client Services technology ecosystem from a College Savings Group (CSG) perspective. This role partners closely with Client Services, Operations, IT, and third-party vendors to ensure technology solutions effectively support business objectives, reporting needs, operational efficiency, and high-quality customer and financial professional experience. The Client Services Solution Manager combines leadership, business systems expertise, analytics, and continuous improvement to maximize the value of technology solutions supporting the 529 business.
Essential Functions:- Serve as the business lead for NICE CXone, partnering with IT to align call routing, business rules, phrase libraries, skills, queues, dashboards, reporting, and agent workflows with business objectives, service level goals, and customer experience requirements
- Configure and maintain NICE CXone Workforce Management (WFM) and Quality Management (QM) tools, partnering with CSG Client Services leadership to optimize forecasting, scheduling, adherence, CSR schedules, capacity planning and real time monitoring, quality monitoring, interaction evaluations, coaching initiatives, and performance reporting to optimize CSG Client Services operations and customer satisfaction.
- Monitor service metrics, call quality, and operational performance trends; identify improvement opportunities and coordinate with IT and vendors to resolve system-related concerns
- Partner with Client Services leadership to support service level objectives (SLAs), KPIs, and customer experience initiatives.
- Oversee call recording and quality monitoring programs to support performance management and continuous improvement.
- Support digital transformation initiatives including omnichannel communications, self-service capabilities, AI solutions, and automation.
- Partner with Dealer Services, Field Representatives, and IT to identify business requirements, prioritize enhancements, and optimize the use of Creatio capabilities to support sales, service, reporting, and operational objectives.
- Manage Client Services technology initiatives, including software implementations, enhancements, and integrations (CRM, digital channel, PowerAgent).
- Evaluate system performance and recommend enhancements that improve efficiency, scalability, reporting capabilities, and user experience.
- Coordinate with vendors and IT teams regarding system maintenance, upgrades, patches, and incident resolution.
- Stay current on industry trends, emerging technologies, AI capabilities, and best practices related to contact center and business systems.
- Develop and maintain dashboards, reporting, and analytics that identify trends, performance gaps, and operational improvement opportunities.
- Create reports related to call volume, handle time, abandonment, adherence, quality, and other key performance indicators.
- Create and maintain technical documentation, business requirements, standard operating procedures, and system workflows.
- Partner with CSG Client Service leadership and training teams to enable effective use of system monitoring and reporting and assist the Trainer in developing training materials to drive adoption and performance.
- Ensure platform configurations align with applicable regulatory, compliance, audit, and data privacy requirements.
- Serve as the business liaison to System Security regarding user access, role-based permissions, and security-related requests, ensuring appropriate access is granted based on business needs and job responsibilities.
- Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training. Follow internal processes and controls as required.
- Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
- Regular and reliable attendance is an essential function of this position.
- Performs other job-related duties or special projects as assigned.
Qualifications:- Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field, or equivalent professional experience.
- At least five years of experience supporting contact center operations, business systems, analytics, reporting, or technology solutions.
- Experience with system administration, reporting and analytics, platform support, technical troubleshooting, and vendor management.
- NICE CXone experience strongly preferred.
- Experience managing cloud-based contact center platforms preferred.
- Experience collaborating with vendors and cross-functional business and technology teams.
- Strong understanding of contact center technologies and analytics, including ACD, IVR, Workforce Management (WFM), Quality Management (QM), and performance reporting.
- Advanced proficiency in Power BI, SQL, Microsoft Excel, and data analysis.
- Working knowledge of artificial intelligence and emerging technologies, including generative AI, machine learning concepts, and Microsoft Copilot capabilities.
- Project management experience and relevant certifications are a plus.
Preferred Talents:- Self-motivated professional with strong initiative, judgment, and decision-making abilities.
- Exceptional attention to detail and commitment to quality.
- Strong analytical and business systems skills with experience translating business objectives into technical solutions and supporting solution design, testing, implementation, and continuous improvement efforts.
- Advanced problem-solving skills with the ability to quickly identify root causes, resolve complex production issues, and implement sustainable solutions in high-availability environments.
- Excellent verbal and written communication skills with the ability to interact across all levels of the organization.
- Organized, deadline-driven and proven ability to manage multiple projects and priorities while meeting deadlines and stakeholder expectations.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Continuous improvement mindset with a passion for leveraging technology to drive business results.
Working Environment:Sedentary work, occasional lifting and/or carrying up to 20 pounds.
Primarily indoor work environment not exposed to outdoor elements or hazards.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
