Contact Center Transformation Lead
Location
United States
Posted
4 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
Our client is seeking a Contact Center Transformation Lead to direct the Contact Center Operations and Service Design workstream and lead the transformation of a State-run health insurance marketplace’s contact center operating model. This role is responsible for:
- Assessing the current vendor environment
- Designing future-state customer interaction workflows and call flows
- Developing workforce and staffing models
- Establishing quality and performance management frameworks
The Lead oversees process design, knowledge management, and operational launch planning to ensure the contact center is prepared for go-live and sustained service delivery. This role ensures that operational requirements are reflected in system configurations and integrations while supporting post-launch optimization to improve customer experience and operational performance.
Qualifications
- 8+ years contact center operations leadership
- Healthcare contact center experience (ACA / Medicaid preferred)
- Workforce management expertise
- Knowledge of contact center metrics
- Contact center metrics and KPIs
- Volume forecasting and capacity planning
- Customer satisfaction and NPS measurement
- Experience with high-volume contact centers
- Process mapping and workflow design
Requirements
- Lead Contact Center Design
- Contact center operations transformation
- Process design and workflow mapping
- Quality and performance management
- Knowledge management and documentation
- Operational launch planning
- Conduct comprehensive assessment of vendor environment
- Perform risk analyses and mitigation planning
- Create call / workflow mapping and process design
- Create staffing plans and workforce management planning
- Establish performance and task management targets
- Develop quality processes
- Develop customer satisfaction and NPS criteria
- Create policy and procedure documentation
- Design change management planning for workforce transition
- Develop operational launch checklist
- Continue development of client knowledge base
- Develop robust knowledge management processes
- Support go-live activities
- Provide knowledge transfer support
- Recommend operational enhancements post-launch
Company Description
Job Requirements
- 8+ years contact center operations leadership
- Healthcare contact center experience (ACA / Medicaid preferred)
- Workforce management expertise
- Knowledge of contact center metrics
- Contact center metrics and KPIs
- Volume forecasting and capacity planning
- Customer satisfaction and NPS measurement
- Experience with high-volume contact centers
- Process mapping and workflow design
- Lead Contact Center Design
- Contact center operations transformation
- Process design and workflow mapping
- Quality and performance management
- Knowledge management and documentation
- Operational launch planning
- Conduct comprehensive assessment of vendor environment
- Perform risk analyses and mitigation planning
- Create call / workflow mapping and process design
- Create staffing plans and workforce management planning
- Establish performance and task management targets
- Develop quality processes
- Develop customer satisfaction and NPS criteria
- Create policy and procedure documentation
- Design change management planning for workforce transition
- Develop operational launch checklist
- Continue development of client knowledge base
- Develop robust knowledge management processes
- Support go-live activities
- Provide knowledge transfer support
- Recommend operational enhancements post-launch
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