Contact Center Technology Manager

adventhealth; Columbus (OH); On-site; USD 59,652 - 110,956; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Disability Insurance

PTO from Day One

403(b) Retirement Plan

Parental Leave

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth in Orlando, FL is seeking a leadership role within the Contact Center (CxC) operations to monitor performance indicators and collaborate with leaders to optimize service delivery.

The role focuses on staffing, onboarding, coaching, and driving data-driven improvements across workflows, aiming to meet or exceed department goals with strong change management in a healthcare setting.

Qualifications

• Bachelor's degree required; Master's preferred.
• Experience in large-scale change management in healthcare.
• Proven ability to lead teams and develop organizational culture.

Responsibilities

• Regularly reports and monitors key performance indicators and partners with leaders to adjust operations.
• Oversees centralized support, staffing, onboarding, and coaching.
• Manages productivity, projects and workflows to meet department goals.

Skills

Data analytics

Change management

Team leadership

Healthcare industry

SME on enterprise apps

Education

Bachelor's degree

Master's degree

Tools

Contact Center technology

CRM

Analytics tools

Job description

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• 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

Schedule:

Full time

Shift:

Day (United States of America)

Address:

602 COURTLAND ST

City:

ORLANDO

State:

Florida

Postal Code:

32804

Job Description:

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.

Knowledge, Skills, and Abilities:

• 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

Education:

• Bachelor's [Required]
• Master's [Preferred]

Field of Study:

• in business administration, healthcare management, or associated field

Work Experience:

• 1+ healthcare experience [Required]

Additional Information:

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:
• Bachelors degree and 1+ years of experience OR Associates degree and 3+ years of experience OR High School Grad or Equivalent and 5+ years of experience.
• 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
• Licenses and Certifications: N/A
• Physical Requirements: Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$59,652.52 - $110,956.61

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.