The Role
Fidelity's Enterprise Contact Center is seeking a Squad Leader for Workforce Engagement who will blend business and product development expertise to develop solutions that put the associate at the center of contact center experience. This will allow our representatives to service our clients whenever, wherever, & however they want. Your enthusiasm to build trust and accelerate speed-to-value through simplicity is needed as we create the best client and associate experiences across any industry!
The successful candidate will be passionate about workforce management/engagement and championing the needs of our internal business partners. As a Workforce Engagement Squad Leader, you will work in partnership with the Product Area Lead, Group Squad Lead, Chapter/CoE leaders supporting the Contact Center Platform Technology product area.
Responsibilities
Work with the Group Squad Lead on the execution of strategic and tactical priorities.Work with business/technology partners and analysts in defining Customer Journeys, requirements, finding solution options for various business problems and able drive the team towards E2E impact analysis.Leveraging an MVP approach, you will refine priorities, pilot deliverables, gather and prioritize feedback and evaluate results against the metrics.Achieve cloud-enabled standards and maintaining Technical Lifecycle Management while producing features and functions with high velocity.Invest in automated testing, risk mitigation strategies and other best practices, to ensure a high-quality deliverable for our associates and customers.Be open to change and comfortable adjusting, pivoting or reprioritizing work based on customer feedback, value delivered or changes in the business environment.The Expertise and Skills You Bring
College/University degree required; graduate degree preferred.10+ years of professional experience; financial services industry preferredTenured experience building scalable, enterprise technology platformsExperience with On Premise and Cloud contact center and workforce engagement solutions.Building and managing custom components of workforce engagement solutions, with scale and efficiency in mind.Excellent interpersonal skills, including the ability to work across functions, and interact, influence, and negotiate optimally with various levels of management and peers.Significant experience implementing curated customer experiences proven to increase client engagement and business growth.Ability to deliver a solution that balances time to market and customer value, while meeting regulatory, product and distribution requirements.Solid ability to take a data-focused approach to understanding customer needs, translate strategic goals into action, and prioritize to improve value deliveredSignificant experience with Agile methodologies, to include leadership of Agile teams.Jira and JiraAlign experience preferred“Note: Fidelity will not provide immigration sponsorship for this position.”
The Team
Your work will support the growth of Fidelity’s Wealth, Brokerage, Workplace, and Institutional businesses by helping create & deliver an amazing client experience via a fully modernized client engagement strategy.
Certifications:Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.
Join Us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.