Contact Center Project and Technology Manager

We’re currently hiring for a Contact Center Project and Technology Manager at our Contact Center in Salt Lake City, UT.   The Contact Center is the call center for Extra Space Storage. The Contact Center Project & Technology Manager is responsible for ensuring that technology in our call center operates effectively and that we continue to innovate by adopting the best approach for the Extra Space Contact Center to improve business outcomes. The Contact Center Project & Technology Manager will oversee technology and project management responsibilities for the Contact Center, including planning and communication to achieve maximum buy-in from relevant stakeholders. The Contact Center Project & Technology Manager needs to have a strong technical understanding of technology and technology optimization.

Your Responsibilities 

o Manages projects from start to finish, collaborating with product, IVR developers, and NSC stakeholders in developing, monitoring, and keeping stakeholders informed of updates, assess and revises plans as needed to keep project on track.

o Manages implementation of projects and NSC technology with alignment to business objectives

o Prioritize and schedule business requests with support teams to enhance efficiency

o Responsible for creating timelines and communicating change to the affected employees

o Evaluates effectiveness of NSC technology and projects through data collection and analysis of key performance metrics, collaborating with data science, product, and FP&A teams

o Partner with vendors to maintain satisfactory relationships and ensure quality support

o Collaborating with product teams and vendors, this role ensures all changes are tested, documented, and audited prior to release

o Actively monitoring contact center technology operations to ensure high service levels and timely resolutions to incidents and requests.

o Research, evaluate, and recommend software purchases to enhance the capabilities of contact center operations, including exploration of comparable products as contracts come for renewal

Job Specifications 

o Ability to build collaborative relationships with stakeholders and other departments

o Ability to conceptualize timelines and meet deadlines

o Project management skills.

o Ability to assess and translate project impact on business operations

o Ability to use technical terminology appropriately with developers and stakeholders

Your Qualifications 

o Excellent written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate technical information effectively

o Demonstrated strengths in organization, attention to detail, follow-through, analytical reasoning, critical thinking, and problem-solving skills

o 2+ years of experience managing CCaaS Platforms is a requirement. Bonus points for NICE inContact

o Experience with project tracking and ticketing software (Jira, Zendesk, Airfocus, etc)

o Bachelors degree in CIS, Business, or equivalent technical experience

o Minimum of 3+ years of relevant project/program management experience

Benefits We Offer You

o A work/life balance that allows you to work 5 days a week and be off work by 6pm.

o Outstanding company culture with growth opportunities throughout the U.S.

o Paid Time Off accrued throughout the year, increasing with years of service 

o Generous 401(k) match with Traditional and/or ROTH choices.

o Affordable medical benefit options with up to a $1k annual Health Savings Account employer contribution .

o EXTRA Healthy Wellness Program with rewards towards your medical premium.

o BenefitHub discounts: apparel, auto, electronics, entertainment, pets, travel, etc.