Career Center

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

JOB SUMMARY

The Mgr, IS Contact Center Operations is responsible for the day to day and long term health of Conifer�s Contact Center environment. This includes providing support for incidents and requests related to the core contact center platform as well as Conifer�s Workforce Optimization products, namely, Verint WFO, NICE Engage, and NICE IEX. This role is responsible for providing exceptional customer service to Conifer�s employees and assuring that all work items are resolved in a timely manner. This role is responsible for the overall service management of the contact center environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Oversee and provide quality, timely support for Coniferâ��s contact center solutions. This includes issues and requests around system access, software installation, telephone integration, application integration, etc.
• Manage the assignment of work to the contact center team to assure SLAs and OLAs are met.
• Assist users with questions they may have regarding Coniferâ��s contact center systems.
• Assure that tickets are created for all incidents and requests and that they are properly prioritized.
• Interface with the appropriate vendors for troubleshooting issues and coordinating software updates.
• Manage security audits on the solutions supported by the contact center team
• Manage operational metrics of the contact center solutions and present them at the monthly operationsl review board meeting, and when requested
• Manage outage communication to the business to assure clear and concise information is presented.
• Maintain clear and concise documentation of the contact center solutions
• Take ownership of the contact center knowledge base

SUPERVISORY RESPONSIBILITIES

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position requires experience in computing or related technology areas.

• Position requires experience in high-level IT service management and service delivery.

• Must have experience providing technical customer service.

• Must have solid troubleshooting skills.

• Must take initiative and have a track record of continuous learning.

• Must have solid leadership skills and be able to successfully lead a team

• Experience with contact center and Workforce Optimization products, especially Verint WFO, NICE Engage, NICE IEX, NICE inContact, and Five9, are preferred.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Bachelorâ��s degree (B.A. / B.S.) in computer science, information systems or equivalent discipline preferred

• 3+ years management experience in contact center operations

• 2+ years of experience in IT/IS desired

• Experience administering quality management or workforce management solutions desired

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office Work Environment

• Telecommuting Environment is an option

OTHER

• No foreseeable travel is required.

Employment practices will not be influenced or affected by an applicant�s or employee�s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.