Call Center Manager

Summary

Join Care Access as a Call Center Solutions Manager and lead the planning, design, implementation, and support of call center technologies and processes. You will manage projects, collaborate with stakeholders, and ensure solutions meet business needs. This remote role requires expertise in IVRS and call center management solutions, particularly with 8x8. You will translate business requirements into technical specifications, implement continuous improvements, and manage requests for new functionality. The ideal candidate possesses strong analytical and communication skills, along with experience managing external vendors. Occasional travel may be required.

Requirements

• Prior experience in designing and building out a sustainable call center solution that can flexibly extend to meet new business needs
• Expertise in IVRS or call center management solutions required. Prior experience working with 8x8 highly desired
• Ability to translate call center business requirements into technical specifications and configurations
• 4+ years of managing enterprise call center solutions
• Experience using and configuring call center management software (e.g., 8x8) required

Responsibilities

• Lead efforts in formulating, producing, and rolling out tech and process solutions, and be able to play the role of owner or administrator of the solutions, particularly relating to Care Access’s call center tech stack
• Apply best project management practices to capture requirements effectively and document decisions and discussions among stakeholders
• Facilitate change management and decision-making and monitor effort to meet time, cost, and scope expectations
• Identify and implement continuous improvements to Delivery team software systems and processes
• Manage requests for new functionality and prioritize them as necessary
• Learn the organizational systems’ landscape and end-to-end business processes of the way clinical trials are conducted at Care Access

Preferred Qualifications

• Knowledge of and ability to leverage AI solutions, particularly relating to customer support and experience handling
• Experience in using call analytics to provide insights to call center improvement opportunities
• Strong verbal and written communication skills as demonstrated through experience managing customer or user relationships and/or writing customer- or user-facing documentation
• Cross-functional collaboration experience to accomplish goals spanning multiple teams or departments
• Ability to balance tasks with competing priorities and bring critical thinking into discussions
• Successful identification of needs and pain points across many different departments
• Ability to work independently and collaboratively with minimal supervision, bringing a high level of self-motivation, energy, and problem-solving creativity to rapidly-changing environments

Benefits

• This role requires 100% of work to be performed in a remote office environment and requires the ability to use keyboards and other computer equipment
• This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role