The Platform & Reporting Manager is responsible for maintaining and improving SimpliSafe’s Genesys PureCloud implementation, Kronos Implementation, and Performance Reporting. Other responsibilities will include operational, procedural, and data analysis requests to achieve business objectives, improve efficiencies, and deliver exceptional customer experiences.

Job Description

This role will provide departmental support including but not limited to;

  • Supporting business initiatives by improving and maintaining routing strategies, in-queue messaging, and new media channels
  • Preparing and applying IVR messaging updates and prompting changes
  • Monitoring IVR use and making recommendations to improve CX and Agent UX
  • Working with PureCloud support to troubleshoot system issues and identify opportunities to further leverage the PureCloud Platform
  • Maintaining and updating telephony configuration
  • Assisting the Workforce Management team with various reporting needs
  • Primary ownership of vendor relations for Kronos, Genesys, and TBD WFM platforms
  • Coordinating on technology issues and reporting improvements with internal IT/Engineering Teams, as well as vendor support resources
  • Assist with prioritization of new functionality and enhancements to workforce and planning platforms, driving changes to improve efficiency and effectiveness of systems
  • Provide direction on prioritization and implementation of un-used or new product functionality
  • Off-Hours high-severity issue support, as needed

Job Requirements

The following are required for this position;

  • 5+ years people management experience and vendor management
  • Bachelor’s degree in management, MSIS, or similar
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint)
  • Strong analytical skills, as well as a well-developed sense of urgency and follow-through
  • Ability to handle multiple projects under pressure
  • Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels
  • Strong interpersonal skills, presentation/facilitation skills, and ability to work productively with all levels in an organization
  • Ability to make sound judgment calls displaying a heightened level of accountability, a sense of responsibility, confidentiality and professionalism
  • Work collaboratively within a team and across departments, and maintain a positive attitude
  • Display a professional, detail-oriented and proactive approach
  • Experience with workforce administration such as Genesys, Kronos, Aspect, or NICE a plus

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