Product Manager - Contact Ctr Platform Transf
Company: Midland States Bank
Location: Effingham
Posted on: May 14, 2022
|
|
Job Description:
At Midland States Bank, we believe that when we can bring our
whole selves to work each day, we become happier, more comfortable,
more confident and more excited to do great things for our
customers, each other and our company. We're proud to be an Equal
Opportunity and Affirmative Action employer. At Midland, we
recruit, employ, train, compensate and promote without regard to
race, color, religion, gender, gender identity or expression,
sexual orientation, national origin, genetics, disability, age, or
veteran status. If you are looking for a place to grow, we
encourage you to apply at Midland States Bank, because you belong
here.Position Summary The Product Manager-Contact Center serve as
the champion for the contact center platform and self-service to
build the next generation of interactions with our customers. This
will include analyzing current and future journeys across the voice
and text platform along with evolving our AI and machine learning
capabilities. The successful candidate will design and build
conversational flows that create frictionless journeys and enable
customer self-service across all channels in the contact center.
Primary Accountabilities Design, implement and manage the contact
center experience.Develop and enhance the capabilities of a
conversational voice AI platform, focusing on customer
self-service.Develop and enhance the capabilities of text-based
chat bots including web chat, SMS, social, email and authenticated
virtual assistant.Expand customer use cases that can be resolved
via voice and text AI self-service options.Identify integration
points with backend systems and partner with IT and Operations on
service development enhancement needs.Analyze all available data to
identify problems and opportunities for improved experience and
automation.Analyze customer and agent feedback and use it to
continuously improve the customer's journey throughout the contact
center.Troubleshoot issues impacting the contact center
platform.Ensure compliance with the defined change management
process to ensure proper change governance, development, execution,
and quality control.Manage large projects through formal project
management techniques.Lead and facilitate meetings to perform
assigned tasks (e.g. requirements gathering).Proactively keep
stakeholders, dependencies, and managers updated on progress and
any risks/roadblocks.Assist with new systems research and
evaluations.Assist with writing and coordinating Requests for
Proposals.Assist with workflow design and process
improvement.Influence and mentor in cross-functional work
groups.Maintain compliance with all applicable regulations
including, but not limited to, the Bank Secrecy Act (BSA). Position
QualificationsEducation/Experience:Bachelor's Degree or equivalent
work experience.4-8 years professional experience in related
field.1+ years' experience with RPA (Robotic Process
Automation).Experience building conversational AI, voice and/or
chatbot contact flows.Familiarity with different contact center
platforms and AI tools (e.g., Genesys, Cisco, Five9, Amazon
Connect, etc.).Familiarity with configuring text bots, IVA
(Intelligent Virtual Agents), IVR (Interactive Voice
Responses).Understanding of contact center operations and call
routing practices.Ability to multi-task and work across a diverse
group of people. Competencies:Business insightChange
managementCultivates innovationDrives resultsMakes sound
decisionsBeing a brand championCollaboratesCommunicates
effectivelyCustomer focusBeing AuthenticEmotional IntelligenceSelf
developmentBeing flexible and adaptable If you require reasonable
accommodation in completing this application, interviewing,
completing any pre-employment testing, or otherwise participating
in the employee selection process, please direct your inquiries to
Midland States Bank Human Resources at HR@midlandsb.com. THIS JOB
DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR
EMPLOYMENTPI175613214
Keywords: Midland States Bank, Decatur , Product Manager - Contact Ctr Platform Transf, Executive , Effingham, Illinois
Click
here to apply!
|