Operational Innovation and Implementation Manager

Overview

The Operational Innovation and Implementation Manager optimizes the efficiency and productivity of the contact center. By initializing technical innovations, analyzing data, seeking ways to improve processes, identifying scheduling needs, and monitoring staffing requirements, the successful candidate will support staffing count to meet customer demands. This role is essential in ensuring the efficient and effective allocation of resources, identifying, and implementing technology improvements and systems, quantifying data points and progress to meet our service level targets. The position responsibilities will include forecasting call volumes, identifying staffing level gaps, monitoring real-time adherence, and analyzing data to optimize workforce productivity. Additionally, the Operational Innovation and Implementation Manager will support innovation and implementation of new initiatives for present and future improvements of the Contact Center.

In addition, a VALUES FIT is top priority. Do our values align with yours? Mission, Beliefs & Values . If so, please read on.

This role will be on-site at our Franklin, TN offices.

Here’s just some of what you will be doing daily…

Process Improvement

Identify Areas for Improvement: Analyze current processes and identify areas where innovation can enhance efficiency and effectiveness

Implement Changes: Introduce and operationalize new technologies, processes, and methodologies to improve operations in conjunction with the Sr. Director of Contact Center Operations

Innovation Culture

Promote a Culture of Innovation: Encourage a work environment that values creativity and innovative thinking

Train Employees: Provide training and resources to develop specific innovation skills for employees as end users

Project Management

Oversee Innovation Projects: Manage and oversee the execution of operationalizing projects from conception to completion and roll-out

Monitor Progress: Track the progress of innovation initiatives and adjust timelines as needed to ensure successful implementation

Ensure tools and systems are in place to provide critical operational and project information to the Senior Director of Contact Center Operations and others and make actionable recommendations on both strategic goals and operational constraints.

Stakeholder Engagement

Collaborate with Stakeholders: Work closely with internal and external stakeholders to gather insights and support for innovation initiatives and applications

Communicate Results: Regularly update stakeholders on the progress and outcomes of innovation projects with written reports as directed by the Sr. Dir. of Contact Center Ops.

Research and Development

Stay Informed on Trends: Offer up-to-date reports on industry trends, best practices and technological advancements to inform innovation strategies

Conduct Research: Perform research to identify new opportunities for innovation within the organization

Performance Measurement

Set KPIs: Establish key performance indicators (KPIs) to measure the success of innovation initiatives

Evaluate Outcomes: Assess the impact of innovation projects on the company's performance and make data-driven decisions for future initiatives Oversee strategic planning and implementation for Contact Center, with a focus on Pastoral Care departmental goals, timelines, budgets, communication, results tracking, and celebration.

Assess Contact Center Performance: Utilize MoM, YoY data and other KPIs against daily, weekly, monthly and annual goals and plans. Provide strategic recommendations based on operational analysis, research, and projections, cost identification and allocation, and resource analysis. Monitor real-time adherence to schedules and report necessary adjustments to optimize productivity.

Staffing Support: Collaborate with contact center managers and supervisors to identify and address staffing gaps and operational challenges.

Develop And Maintain Effective Communication Channels with contact center agents, providing timely updates on schedules and any changes.

Maintain and Update Workforce Management Systems and Tools to ensure accurate and up-to-date information.

Conduct Regular Evaluations of Forecasting Models, workforce management processes, and scheduling methodologies to drive continuous improvement.

We are looking for a very specific skill set and business acumen. If you can say yes to each of these requirements, then we want to meet you!

• Bachelor’s degree in business administration, statistics preferred, or combination of education/training with relevant experience.
• Certification in Workforce Management is an added plus.
• Minimum 3 years’ proven experience in contact center environment.
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
• Proficiency in using workforce management software and tools (e.g., Avaya, Genesys, Verint, Calabrio) to forecast call volumes and create schedules.
• Proficiency in using workforce management software and tools.
• Knowledge of contact center operations and industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.
• Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
• Excellent organizational and time management skills, with the ability to prioritize and multitask effectively in a fast-paced environment.
• Strong attention to detail and accuracy, with the ability to analyze data and identify patterns or trends.
• Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders.
• Ability to work collaboratively in a team environment and build strong relationships with call center managers, supervisors, and agents.
• Flexibility and adaptability to adjust staffing schedules and plans based on unforeseen events or changes in business requirements. Strong work ethic and ability to work independently with minimal supervision.
• A collaborative and flexible style, with a strong service mentality. Need to be seen as a team player.
• Excellent interpersonal skills with the ability to develop sincere business/ministry relationships.
• Strong written and verbal communication and presentation skills.
• Demonstrated commitment to the social sector with a passion for our mission and values.
  
  

Why work for Educational Media Foundation, K-LOVE/Air1?

Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a singular radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.

What can we offer you?

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform
  
  

“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act.”