1 Director Enterprise Contact Center Development Job in Fairfax, VA

SORT BY

SET JOB ALERT

OFF

Details...

Director Enterprise Contact Center Development

Inova Health System

Fairfax, VA | Full Time

$140k-189k (estimate)

4 Weeks Ago

Director Enterprise Contact Center Development

$140k-189k (estimate)

Full Time 4 Weeks Ago

Save

Sorry! This job is no longer available. Please explore similar jobs listed on the left.

Inova Health System is Hiring a Director Enterprise Contact Center Development Near Fairfax, VA

The Director of Enterprise Contact Center Development leads the Contact Center Quality Assurance/Training team. The Director supports the contact center leadership and team with ongoing feedback, training, and development needs. They partner with the Director of Enterprise Contact Operations on performance improvement opportunities. The Director is responsible for maintaining existing and new technology for the Contact Center.

*	Oversees the Contact Center QA/Training team.
*	Responsible for creating and sharing individual workforce management reporting and team performance metrics reports with Contact Center Leadership.
*	Responsible for creating, maintaining, and providing training for Contact Center PSRs.
*	Partners with the Director of the Contact Center Operations to further develop training programs as needed.
*	Leads the Contact Center onboarding improvement team in order to ensure a holistic onboarding process.
*	Provides regular reports to the AVP Enterprise Contact Center & Access, and other leadership, in written and presentation formats.
*	Collaborates and strategizes with AVP Enterprise Contact Center & Access on future state of call center centralization throughout the Inova system.
*	Partners closely with EPIC IT and Telecom regarding all Contact Center technologies, including maintenance, Go-Lives and upgrades.
*	Oversees assigned department or functional area to ensure it is performing effectively, which may include but not limited to, preparing and implementing business strategy to achieve the organization's goals, ensuring legal compliance, communicating and collaborating with stakeholders, managing employment decisions and contributions of supporting team members, and managing departmental budget and fiscal success.
*	May perform additional duties as assigned.

Minimum	5	Healthcare/Hospitality	5 years of healthcare experience
Minimum	2	Management	2 years of progressive leadership experience in a professional and/or healthcare management position

As a recipient of federal financial assistance, Inova Health System (“Inova”) does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, color, national origin, sex, sexual orientation, disability, or age in admission to, participation in, or receipt of the services or benefits under any of its programs or activities, whether carried out by Inova directly or through a contractor or any other entity with which Inova arranges to carry out its programs and activities.
This policy is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, Section 1557 of the Affordable Care Act, and regulations of the U.S. Department of Health and Human Services issued pursuant to these statutes at 45 C.F.R. Parts 80, 84, 91 and 92, respectively.