Call Center Solutions Manager - Remote

Overview

The Call Center Solutions Manager will manage the planning, design, build, rollout, and support of enhancements to call center technologies and processes, benefiting various functional teams within the organization.

In Short

• Lead the formulation and rollout of tech and process solutions for the call center.
• Apply project management practices to capture requirements and document decisions.
• Facilitate change management and monitor project efforts.
• Identify and implement continuous improvements to software systems and processes.
• Manage requests for new functionality and prioritize them.
• Learn the organizational systems’ landscape and business processes.

Requirements

• 4+ years of managing enterprise call center solutions.
• Experience in designing and building sustainable call center solutions.
• Expertise in IVRS or call center management solutions.
• Ability to translate business requirements into technical specifications.
• Knowledge of AI solutions for customer support is preferred.
• Strong communication skills and cross-functional collaboration experience.

Benefits

• Work in a remote office environment.
• Opportunity to impact clinical trial accessibility.
• Collaborate with a dedicated team of professionals.