What are the responsibilities and job description for the Senior Call Center Manager position at Alined Consulting Group?
Under direct supervision of Information Technology leadership, the IT Director, Telecommunications will be responsible for:
- Perform all supervisory responsibilities associated with the IT department including employee related issues.
- Enforce company policies and procedures as a member of management for all employees
- Monitor and manage incoming incident and request via ticket management tool ensuring SLA are met
- Present a professional image as a representative of the company.
- Establish and maintain effective professional working relationships with co-workers, and every level of management.
- Provide guidance, and cross-departmental collaboration to contact center leaders and others to ensure that call flow design provides world class patients experience while adhering to defined standards
- Determine the goals of IT within broad outlines provided by the executive management and
- contribute to the continuity of computer services by providing necessary technical
- leadership and project coordination.
- • Forecast costs, equipment and personnel needs for projects and programs as required and
- related to MIS operations.
- • Stay abreast of the latest developments in MIS technology and remain highly technically
- competent at all levels of data processing while striving for enhanced user productivity
- through implementation of new software technology where applicable, and the
- implementation of policies that more effectively utilize MIS resources.
- • Prepares long and short-range plans for application selection, systems development, and
- acquisition of the resources needed to support them. Assures responsiveness of long-range
- plans to corporate objectives.
- • Establish and maintain relationships with contractors and equipment suppliers.
- • Capture, monitor and analyze computer usage data, recommend and implement policies,
- software and hardware to provide maximum resource utilization in a cost-efficient manner.
- • Assume the leadership role in developing and maintaining a systems disaster recovery plan.
- • Performs other duties as may be assigned.
Qualifications
Education:
- Bachelor’s degree in information systems or related field
Experience:
- 10 years required
- 5 years of experience with major contact center platforms, including AI
- 5 years of experience supporting a Content Management or Web site experiences
- 8 years previous management experience required
- Advanced experience designing and implementing core corporate systems
- Previous healthcare experience is a plus
Salary : $145,000 - $165,000