Contact Center Technology Manager

About the Role

Regularly reports and monitors key performance indicators and partners with leaders to adjust operations accordingly. Participates in the ongoing development and optimization of CxC operations. Frequently interacts with CxC associates and supervisors to ensure proficiency on service and market-specific content. Conducts one-on-one meetings to discuss performance and provides coaching and mentorship. Oversees and evaluates centralized support, monitors volume and performance, and assesses ongoing training and educational needs. Ensures appropriate staffing and maintains a successful recruitment and onboarding process. Monitors call activities, manages escalations, and provides oversight for developing and maintaining workflows. Manages daily productivity, projects, and workload balance to ensure that key responsibilities are processed to meet and/or exceed department goals. Other duties as assigned.

Qualifications

• Ability to articulate the mission of AH and the CxC Experience and proven track record with large-scale change management in a healthcare setting
• Proven team builder with experience in developing organizational culture
• Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
• Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
• Strong understanding of Contact Center technology
• Can effectively display knowledge as a Subject Matter Expert (SME) on Contact Center Enterprise Applications
• Displays expertise in understanding the business needs and working to provide technical leadership to meet those needs
• Maintains a technological aptitude to master programs and technologies, including telephony, electronic health records, CRM, analytics, and AI, other potential systems

Education

• Bachelor's degree in business administration, healthcare management, or associated field [Required]
• Master's degree in business administration, healthcare management, or associated field [Preferred]
• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:
  • Bachelor's degree and 1+ years of experience OR
  • Associate's degree and 3+ years of experience OR
  • High School Grad or Equivalent and 5+ years of experience

Experience

• 1+ years healthcare experience [Required]

Benefits

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Pay

$59,652.52 - $110,956.61

Schedule

Full time, Day shift

Address: 602 COURTLAND ST, ORLANDO, Florida, 32804