Director of Contact Center Planning and Support

Location: Dallas, Texas US

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Requisition Number: 19018407

Position Title:

External Description:

Reporting to the Vice Present, Contact Center, the Director of Contact Center Planning and Support 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.


This position can be based in either Dallas or Temple, Texas.


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




QUALIFICATIONS
- EDUCATION: Masters Degree is strongly preferred, Bachelors Degree required
- EXPERIENCE: 8+ Years of experience is required

City:

State:

Community / Marketing Title: Director of Contact Center Planning and Support

Company Profile:

Location_formattedLocationLong: Dallas, Texas US

CountryEEOText_Description: We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view the most recent EEO is the Law Poster, click here.

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviors that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products.

We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view the most recent EEO is the Law Poster, click here.