Contact Center Head

Job Title: Head of Contact Center

Direct experience in leading / PMing / Strategy for contact centers.

Company is in the healthcare space.

Duties:
- Plan, execute, and finalize projects according to strict deadlines and within budget.

- Ability to run / course correct / set direction fort Contact Center Operations

- Align contact center operations and projects to support business objectives
- Define goals and objectives both operationally and strategically
- Define, Develop and maintain project plans, schedules, and budgets.
- Identify and manage project dependencies and critical path.
- Coordinate internal resources and third parties/vendors for the flawless execution of support and projects.
- Ensure that all operations and projects are delivered on-time, within scope, and within budget.
- Manage changes to project scope, schedule, and costs using appropriate verification techniques.
- Establish and maintain relationships with third parties/vendors.
- Understand the risks / challenges with CRMs (specifically Genesys) in building plans and proposing phases and functionality efforts

Experience:
- Proven working experience as a Leader, Contact center strategist & Project Manager / Transformation lead

- Familiar with leading contact center technologies and trending directions - e.g. where / how to use AI

- Experience with Genesys beneficial
- Excellent communication skills.

- Leadership presence
- Strong organizational skills including attention to detail and multitasking skills.

Role can be remote (with travel required ) or onsite (in FL HQ).

Job Type: Full-time

Pay: $10,000.00 - $17,000.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Executive / Leadership: 5 years (Preferred)
• Genesys CRM: 5 years (Preferred)
• Contact Center leadership: 10 years (Preferred)
• CRM Strategy: 5 years (Preferred)
• healthcare / health insurance industry insurance: 5 years (Preferred)

Ability to Relocate:

• Jacksonville, FL 32207: Relocate with an employer provided relocation package (Required)

Work Location: Hybrid remote in Jacksonville, FL 32207

Salary : $10,000 - $17,000