Manager, Contact Center Technology & Design

TrialCard•Morrisville, NC

17h•Onsite

About The Position

As the Manager of Contact Center Technology & Design, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you. This role is responsible the design and implementation of all Contact Center related activities within the organization. This position will help to manage, design, implement and support telecom technologies that are used in multiple call centers within Valeris. This position is also responsible for the team that provides frontline administration and support regarding daily operational technology tools to the Contact Center Operational Teams.

Requirements

5+ years working with IVR, design and routing configuration within a Contact Center environment
Strong mentoring and relationship building skills with ability to effectively manage a team.
Must be able to prioritize and execute tasks in a high-pressure environment.
Experience managing a Contact Center Enterprise environment (admin interfaces and setup) with additional tools that support adjacent Contact Center functions.
Self-motivated and willing to take initiative on multiple company projects.
Excellent verbal and written communication skills for technical and non-technical staff.
Excellent follow through and initiative.

Nice To Haves

Prefer candidates who can type at least 35 words per minute with 97% accuracy.
Although very minimal, flexibility to travel as needed is preferred.

Responsibilities

Provide strong, dynamic leadership that mentors, develops, and guides team members to leverage the value of tools and technologies that support Contact Center Operational Teams within the organization.
Gather, analyze and document business requirements related to contact center technologies.
Design and customize IVR flows and call routing based on organizational structure for each new business requirement.
Translate client requirements into operational solutions and advise on scope, level of effort and delivery timelines.
Work directly with technology resources to utilize current assets and also understand new tools that will be needed to support our growth.
Investigate and/or implement new Contact Center Technology that will be needed to support operational functions.
Oversee administration of all related Contact Center technology platforms.
Track license consumption and assist with scheduled audits of Contact Center user licenses.
Coordinate with vendors for support Contact Center initiatives as directed by the business.
Work with Contact Center Operations, Service Desk, and System Administration teams to coordinate maintenance windows and ensure uptime in a 24/7 Call Center.
Ensure that system processes and changes are documented and follow a standardized Change Request.

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact