Manager leading a team of Implementation Managers at Gorgias, enhancing customer onboarding in SaaS. Focusing on quality and performance in e - commerce solutions.
About the role
- Manager for voice services responsible for overseeing Capital Blue Cross's communication infrastructure. Ensuring strategic planning and collaboration across teams to improve operational efficiency in voice services.
Responsibilities
- Overseeing the design, planning, implementation, and management of Capital’s voice infrastructure and associated communications facilities
- Leading strategic planning for voice services
- Managing vendor relationships
- Optimizing resources
- Collaborating with IT and business stakeholders to deliver scalable, cost-effective voice solutions
Requirements
- 5 years progressive Information Technology work experience
- Minimum 5 years in enterprise contact center technologies including owning or leading a modern CCaaS platform
- Proven delivery of automations/self‑service that produced positive and documented ROI
- Prior staff, team lead or project lead experience in a demanding contact center environment
- Prefer a minimum of one year experience in the health care industry with knowledge of Capital’s products and services
- A Bachelor's Degree in Computer Science, Management Information Systems or additional 4 years of related work experience.
Benefits
- Medical, Dental & Vision coverage
- Retirement Plan
- Generous time off including Paid Time Off, Holidays, and Volunteer time off
- Incentive Plan
- Tuition Reimbursement
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