OUR CULTURAL BELIEFS
Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and empower others to act now.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
Own It I hold myself and others accountable for results.
The Contact Center Technology Manager is responsible for the strategic planning, organization, development, and operations management of the enterprise-wide Contact Center technology platform. Core duties include management and leadership of developing standard operational workflows for Call Center Agents and defining standard performance metrics reporting and dashboards (i.e. - call efficiency, abandonment rate, speed of answer, call handling time, etc.). A commitment to excellence is demonstrated through continuous development and improvement of the tools we provide to our Call Center Business Leaders and their respective Teams. This position is the liaison between the enterprise Contact Center technology platform and the Call Center Business Leaders and their teams of Call Center Agents across the country. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:
EXPECTIONS OF THE JOB:
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position. An individual in this position must be able to successfully perform the expectations listed above.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.