AI Contact Center Manager at Onbe

Buffalo Grove, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, PaymentsIndustries

Requirements

Bachelor’s degree in Computer Science, Data Analytics, Business Administration, or related field (Master’s degree preferred)
5+ years in contact center management, with at least 2 years in AI technology implementation and process improvement
Strong understanding of data analysis, AI and automation tools, and cloud-based platforms
Advanced skills in interpreting complex data sets and translating findings into actionable strategies
Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels
Demonstrated ability to identify challenges and develop innovative solutions using AI and analytics
Certification in AI, data analytics, or project management (preferred)
Experience with cloud-based contact center platforms (preferred)
Strong leadership and cross-functional team-building skills (preferred)
Ability to adapt to rapidly changing technology landscapes (preferred)

Responsibilities

Lead the deployment and optimization of AI-powered solutions, such as chatbots, virtual agents, and sentiment analysis tools, to enhance customer interactions and operational efficiency
Evaluate existing contact center workflows and processes, identify areas for improvement, and drive the adoption of best practices leveraging AI technologies
Collaborate with operations and cross-functional teams to streamline procedures and reduce costs
Develop and manage the Agent Operating Procedures for the contact center, working closely with the Quality and Training Manager to ensure consistency between virtual and live agents and enhance new hire training
Design and implement analytics frameworks to monitor AI effectiveness, agent performance, and customer satisfaction
Use data-driven insights to inform decision-making and continuously improve contact center operations
Work closely with internal teams and external vendors to ensure successful integration and support of AI technologies
Prepare and present regular reports to senior leadership on intent and sentiment gathering, process improvements, and key performance indicators
Create and report out on contact deflection and associated cost saves
Ensure all AI initiatives comply with regulatory requirements and company policies
Proactively identify and mitigate risks associated with AI deployment

Skills

Key technologies and capabilities for this role

AI StrategyChatbotsVirtual AgentsSentiment AnalysisProcess OptimizationData AnalyticsAgent Operating ProceduresCustomer JourneyContact Center Management

Questions & Answers

Common questions about this position

What experience is required for the AI Contact Center Manager role?

Candidates need 5+ years in contact center management, with at least 2 years in AI technology implementation and process improvement, plus a Bachelor’s degree in Computer Science, Data Analytics, Business Administration, or related field (Master’s preferred).

What technical skills are needed for this position?

The role requires a strong understanding of data analysis, AI and automation tools, and cloud-based platforms, along with strong analytical ability.

Is this role remote or office-based?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for the AI Contact Center Manager role?

A strong candidate will have 5+ years of contact center management experience including 2+ years with AI implementation, a relevant Bachelor’s degree, and proven skills in data analysis, AI tools, and process optimization.

Onbe

Digital payment solutions for businesses

About Onbe

Onbe specializes in digital payment solutions that enhance the payment experience beyond traditional currency transactions. The company provides a variety of customizable and secure payment options for businesses across multiple industries, including automotive, biotech, and telecom. Onbe's primary focus is on corporate disbursement solutions, which help companies efficiently and securely distribute funds to their recipients. Unlike many competitors, Onbe tailors its services to meet the specific needs of different sectors, allowing clients to create engaging payment experiences that drive growth and address market challenges. The goal of Onbe is to be a preferred payments partner, delivering value that extends beyond mere transactions and improving the overall experience for both businesses and their customers.

Buffalo Grove, IllinoisHeadquarters

1996Year Founded

VENTURE_UNKNOWNCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Wellness Program

401(k) Company Match

401(k) Retirement Plan

Unlimited Paid Time Off

Parental Leave

Risks

Emerging fintech startups increase competition in digital payments.

Regulatory risks in niche markets like recycling may impact operations.

Reliance on partnerships could pose challenges if partners face difficulties.

Differentiation

Onbe offers customizable digital payment solutions across diverse industries.

The platform enables instant digital disbursements, enhancing recipient satisfaction.

Onbe's partnerships expand its reach in niche markets like recycling and restaurant tips.

Upsides

Growing demand for digital payments boosts Onbe's market potential.

Partnerships with industry leaders enhance Onbe's service offerings.

Onbe's focus on instant payouts aligns with consumer preferences for speed and convenience.

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