Virtual Contact Center Manager at AdventHealth

Date Posted: 7/1/2019

Job Snapshot

  • Job Schedule
  • Job Category
  • Date Posted:
  • Job ID:
  • Job Family
    Information Systems
  • Travel
    Yes, 50 % of the Time
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Information Technology

Job Description


Position Title AdventHealth Information Technology

Location Address: 902 Inspiration Avenue, Altamonte Springs, Florida 32714

Top Reasons To Work At AdventHealth Corporate

  • Great benefits
  • Immediate Health Insurance Coverage

  • Career growth and advancement potential

  • Award-winning IT Department

Work Hours/Shift:
  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • Manages a team of individuals through coaching, mentoring and supporting the team with their day to day activities.

  • Provides strong vendor management & relationship abilities.

  • Provides strategy and assistance with growth plans of the organization around contact center expansion.

  • Assists with vendor market scans & implementation of new contact center applications as needed.

  • Designs with scale in mind of ensuring long term sustainability of integration and applications that can be built and replicated across the organization.                                            

  • Fulfill departmental requirement in terms of providing work coverage, on call coverage, and administrative notification during period of personal illness, vacation or time off.  

  • Notifies supervisor of PDO request in a timely manner

  • Adheres to organization policies and procedures.

  • Represents the department and company positively in appearance, conduct and demeanor

What You Will Need:
  • College degree in computer science, health care administration, information systems or equivalent.

  • Ability to understand, recommend, design, and implement virtual contact center applications and telecommunications functionality, technical components and services.

  • In depth understanding of cloud based telecommunication systems, CRMs and other virtual contact center applications.

  • 5 years’ experience in IT and at least 3 in a supervisory/management role.

  • In depth understanding of emerging technologies such as voice, data, imaging and video.

  • Strong interpersonal skills with a positive and enthusiastic “can do” attitude.

  • Ability to work independently is a must.
Job Summary:

This position manages and coordinates the day-to-day planning, design, operations, and maintenance of the virtual contact center applications consistent with customer needs, organization objectives, and technological resources. This position is responsible for virtual contact center application on-going operations and tactical project planning. The Virtual Contact Center Manager (VCC) will coordinate activities with customers, vendors, and corporate management and is responsible for department resource allocation. This position may be responsible for billing systems & invoices of the VCC applications. TheVCC Manager will interface with Senior/Executive Management to coordinate contact center application plans with organization’s business plan. This position will also focus on large scale contact center application projects.

The VCC Manager is responsible for planning to ensure contact center applications capacity and services meets current and future business requirements. Activities in support of this initiative will include planning for local and remote contact center facilities along with the development and implementation of methodologies for system analysis, installation, and support. The VCC Manager is responsible to define and develop a methodology to ensure compatibility of all software and hardware products that are applicable to the success of the contact centers. The VCC Manager is to provide ongoing coordination in the analysis, acquisition, and installation of hardware and software. 

The VCC Manager is responsible for all aspects of the daily operation of the contact center application services to support the AdventHealth contact center team. This position will manage the development of project plans for the implementation of new software and supporting technologies. The VCC Manager will coordinate with vendors involved in providing contact center application activities when appropriate. The VCC Manager will have responsibility to oversee contact center application standards development and deployment for the enterprise. 

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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