Reporting to the Vice President, Enterprise Contact Center, the Contact Center Planning and Support Director will be responsible for the operational oversight of the Enterprise Contact Center (ECC) including work force / quality / knowledge management and reporting functions. The role will serve as a subject matter expert on ECC operations and oversee the management of key resources related to those functions to ensure their ongoing performance meets business objectives. Additionally, the role will work with senior contact center leadership to help drive change and implement business strategies, identify efficiency and productivity opportunities as well as managing departmental budgeting.
ESSENTIAL FUNCTIONS - Day to day management of the respective teams to develop and maintain operational programs to meet business objectives - Effectively guide and lead the work force / quality / knowledge management and reporting teams by setting goals, directing their work / outcomes, providing insights and developing their skills - Lead and develop the operational approach and processes for the ECC - Develop and maintain strong partnerships with ECC and organizational leadership to identify areas of opportunity and help drive outcomes - Possess up-to-date expertise in contact center operations and technology and serve as a trusted adviser to ECC leadership to help plan and execute business strategy - Successfully lead large projects and help the ECC grow and scale over time - Communicate business objectives across the department and drive awareness of performance within the ECC - Manage escalated issues that pertain to the operations of the ECC as required - Possess strong understanding of key performance metrics and their associated drivers within a contact center - Participate in business reviews and help drive discussions to identify and improve outcomes - Help facilitate and develop ECC planning and budgeting
KNOWLEDGE, SKILLS, AND ABILITIES - 8+ years previous experience managing Contact Center operations - Strong understanding of the contact center environment across people, process and technology - Ability to work collaboratively in teams with a consultative approach across various levels - Must have exceptional verbal and written communication skills - Ability to manage multiple projects at one time - Long term strategic planning and budgeting skills - Strong problem solving, technical and analytical skills - Experience in project management expertise to support implementation of new features and capabilities while also working with internal stakeholders and vendor
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!
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