Manages a team of operations staff that provides operational support and strategy to the call center and provider services organization. Configures and supports call center tools that include workforce management, quality monitoring, Cisco PBX/ACD functions, call recording software and CRM application support.
This position is based at GDIT’s office at Riverview Center in Menands, NY.
Responsible for supporting the call center technology and infrastructure frame-work working directly with the call center manager, vendors and internal Information Technology staff. Functions include; call routing, PBX, IVR, agent desktop related support, workforce management, call recording, CRM and metrics reporting and analysis. Supports call center redundancy objectives working with the call center manager.
Responsible for the Quality Assurance program supporting the call center and provider services operations. Identify & implement the most effective methods to measure quality among various levels and roles throughout the call center, i.e., call monitoring, statistical reporting, dashboard reporting, and performance trending. Insure conformance/adherence to HR policies, HIPAA, and PHI guidelines.
Works with the Information Technology and Development groups in support of system enhancements, testing, infrastructure upgrades, business applications, network and desktop software. Participates on bridge calls to resolve high impact issues affecting providers and state personnel. Monitors and reports into the bridge business impact, symptoms based on 24/7 coverage
Responsible for the State Help Desk for technical related issues, reporting and analysis of issues.
Provides workforce management forecasting, service level and customer related reporting working with the call center manager. Provides trending and analysis of data and metrics that improve agent productivity, customer satisfaction and process improvement.
Supports the emedny.org website for knowledge content updates, production promotes and support working with development and technical support.
Supports the call center technology and processes for off-site disaster recovery for relocation to another GDIT facility in the event of infrastructure/building related issues affecting the call center.
Provides proactive support of evolution projects, policy changes and system enhancements anticipating provider needs and requirements to ensure a smooth implementation. Provides system testing prior to production migration.
Bachelor's degree with 5 years of work experience and sufficient technical knowledge in a relevant environment
Three (3) years of supervisory experiencing managing quality assurance function supporting traditional call center or support operations
Strong analytical skills with expertise in PBX technology, ACD functions, call routing, call management tools call routing/skills technology, CRM, workforce management and call recording.
Strong data analysis knowledge using excel and other desktop tools for reporting, trending and presentations.
Experience with quality management tools, such as call monitoring software, and customer experience analytics
Strong communication (verbal, written, presentation) skills. Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
Excellent leadership, motivational, interpersonal and customer service skills
Exceptional analytical skills, problem solving and multi-tasking skills.
Experience working in a Health Care field a plus
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.