Project Manager - Contact Center Operations

All the benefits and perks you need for you and your family:
Benefits from Day One
Career Development
Whole Person Wellbeing Resources
Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Job Location : Monday-Friday - Onsite - Altamonte Springs, FL

The role you'll contribute:

The Project Manager of Contact Center operations is responsible for leading the execution of multiple initiatives within the Consumer Experience Centers. The role involves organizational-wide complexities and requires a high level of organization, relationship management, and strategic tactical thinking. The role will be entrusted with building trusting relationships and partnering with leaders in the Contact Center and Consumer guided businesses inclusive of the markets/functional areas supported by the Consumer Experience Centers. Expectations of the role will be to track, manage and drive rapid and sustained process improvement initiatives around improving service delivery. The role will concentrate on contact center technology, operational workflow, software enhancement requests, telephony updates, and the planning and execution of the service's market activation and or optimization as well as other related initiatives. Additionally, the Project Manager collaborates with executive leadership to develop and implement operational initiatives aimed at improving key metrics within the Contact Center consumer work that are in alignment with AdventHealth's consumer promises. Project managers are also responsible for creating project charters, consumer market/corporate briefs, and project timelines, as well as collaborating with communication and change management teams to operationalize work within contact centers, virtual spaces, and all consumer entry points.

The value you'll bring to the team:

• Align behavior with AdventHealth's mission, vision, values, and service standards
• Create a conducive environment for the productivity, performance, and well-being of contact center employees
• Ensure successful delivery of program objectives within agreed-upon time, budget, scope, and quality parameters
• Evaluate new project requests for alignment with the contact center's vision and capabilities, develop associated business plans, and manage implementation
• Coordinate the development and management of project charters, consumer market/ corporate briefs, and project timelines for contact center operations projects
• Identify, address, and communicate issues and risks promptly and effectively
• Maintain open, collaborative communication with stakeholders, providing regular updates and progress reports
• Ensure strategic topics are reviewed in alignment with project timelines and governance forums
• Support communication management of key contact center policies, events, and projects to facilitate change management with stakeholders
• Develop documentation and define workflows in partnership with various stakeholders to outline current-state operations and design ideal future-state processes
• Identify and respond to issues and risks; own and provide expedient follow through to action or resolution and communicate appropriately
• Craft and manage project plans and agendas; collect, prioritize, and complete activities related to project plan and agenda

Qualifications
The expertise and experiences you'll need to succeed:

Qualifications Required

• Bachelor's or in a related field of study Required
• 6+ years experience

Qualifications Preferred

• Master's in business administration, healthcare management, or associated field. Preferred
• Experience in a contact center setting and/or supervisory duties
• Experience with large-scale implementations
• Demonstrated ability to collaborate effectively with multiple departments.
• Proficiency in communication planning and development
• Strong Microsoft PowerPoint skills
• Ability to lead and manage one to two direct reports
• PMP Certification Preferred or Certification related to change management
  
  Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.