Call Center Representative

• Own and evolve the Contact Center platform supporting workforce productivity, real-time operational insight, and AI-enabled service delivery
• Convert business strategy into system design and functionality, aligning technical and business units
• Facilitate discovery and collect business requirements from stakeholders using design thinking and business analysis methods
• Analyze business and user needs, opportunities, challenges, and risks during product design
• Use trusted data to make evidence-based decisions and enable continuous improvement
• Ideate with service designers and technical teams on human-centered product design and solutions
• Facilitate cross-functional reviews and alignment of product requirements
• Create and organize Agile user stories into epics, phases, and functions
• Coordinate with the Product Manager, Scrum Master, and technical team on current and backlogged user stories
• Support User Acceptance Testing and QA test case development and execution
• Monitor performance metrics and review system modification requests
• Write product communications and end-user training, including knowledge base articles and release notes
• Lead AI-enabled capabilities including sentiment analysis, AI-assisted coaching, automated summarization, and chatbots
• Own the end-to-end client journey through IVR and routing systems
• Redesign IVR paths to reduce transfers, looping, and agent-hunting behavior
• Manage chapter/field office phone number configuration and call-forwarding rules
• Lead retirement of the public inquiry phone line while maintaining alternate client access paths
• Act as primary product contact for contact center operations, chapter/field office stakeholders, and technology partners
• Define and track success metrics and report progress to leadership
• Manage telephony, IVR, and AI tooling vendor relationships

Explore Associate Product Manager, Humanitarian Services – Contact… at American Red Cross. Review requirements and application details.

Call Center Representative jobs in District of Columbia

Associate Product Manager, Humanitarian Services – Contact Center and Operations Platforms