Contact Center Solutions Strat

Job Summary

Essential Duties and Responsibilities

• Collaborate with senior leadership to define the strategic direction for the contact centers
• Conduct comprehensive assessments of current contact center systems, processes, and workflows.
• Identify key challenges and opportunities for improvement and develop strategic roadmaps to address them.

• Analyze contact center data to identify trends, patterns, and opportunities for improvement.
• Generate actionable insights and provide regular reports to key stakeholders, highlighting performance metrics, KPIs, and areas for optimization.
• Develop actionable recommendations to drive continuous improvement and inform strategic decision-making.

• Assist in implementing and supporting contact centers during downtime procedure protocols
• Collaborate with IT and telecom teams to test new solutions, address technical issues, support upgrades and maintenance of phone and fax systems.
• Monitor call volume, queue times, and fax transmissions to identify trends and areas for improvement, implementing strategies to optimize efficiency and performance.
• Train contact center staff on proper phone and fax procedures, including call handling techniques, use of telephony features, and adherence to scripting guidelines.
• Implement and maintain processes for monitoring and troubleshooting phone and fax issues, ensuring timely resolution to minimize downtime and disruptions.
• Design, create and edit telephony IVRs
• Collaborate with cross-functional teams to implement initiatives aimed at reducing call volume through self-service options, automation, and process improvements.
• Ensure the operational functionality and reliability of phone systems, fax machines, and related equipment within the contact center.

• Lead the "Order-to-Schedule" program, which involves streamlining the process from order placement to scheduling of services.
• Collaborate with cross-functional teams to identify inefficiencies in the order-to-schedule workflow.
• Develop and implement process improvements initiatives to expedite order processing and scheduling.
• Utilize data analytics and performance metrics to measure the effectiveness of the "Order-to-Schedule" program and identify areas for further optimization.
• Ensure alignment with organizational goals and customer expectations throughout the order-to-schedule process.
• Provide regular updates and reports to leadership on the progress and outcomes of the "Order-to-Schedule" program.
• Assist the Workforce Management Team with projects and tasks on an ad-hoc basis

Minimum Qualifications, Education and Experience

• Minimum of 1 year of experience in contact centers is preferred
• Proven track record of success in driving transformational projects and implementing innovative solutions in contact center environments.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
• Excellent communication and presentation skills, with the ability to articulate complex concepts to diverse stakeholders.
• Project management experience, with the ability to manage multiple projects simultaneously and deliver results on time and within budget. Strong leadership skills, with the ability to inspire and motivate cross-functional teams to achieve common goals

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Attends regular corporate meetings as requested.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

Working Environment