All the benefits and perks you need for you and your family:
Benefits from Day One
Career Development
Whole Person Wellbeing Resources
Mental Health Resources and Support
Our promise to you:
The Project Manager of Contact Center operations is responsible for leading the execution of multiple initiatives within the Consumer Experience Centers. The role involves organizational-wide complexities and requires a high level of organization, relationship management, and strategic tactical thinking. The role will be entrusted with building trusting relationships and partnering with leaders in the Contact Center and Consumer guided businesses inclusive of the markets/functional areas supported by the Consumer Experience Centers. Expectations of the role will be to track, manage and drive rapid and sustained process improvement initiatives around improving service delivery. The role will concentrate on contact center technology, operational workflow, software enhancement requests, telephony updates, and the planning and execution of the service's market activation and or optimization as well as other related initiatives. Additionally, the Project Manager collaborates with executive leadership to develop and implement operational initiatives aimed at improving key metrics within the Contact Center consumer work that are in alignment with AdventHealth's consumer promises. Project managers are also responsible for creating project charters, consumer market/corporate briefs, and project timelines, as well as collaborating with communication and change management teams to operationalize work within contact centers, virtual spaces, and all consumer entry points.
Shift : Monday- Friday Fulltime 8:00am-5:00pm hybrid (Monday, Wednesday, Thursday onsite)
Job Location : Altamonte Springs, FL
The role you will contribute:
Align behavior with AdventHealth's mission, vision, values, and service standards
Create a conducive environment for the productivity, performance, and well-being of contact center employees
Ensure successful delivery of program objectives within agreed-upon time, budget, scope, and quality parameters
Evaluate new project requests for alignment with the contact center's vision and capabilities, develop associated business plans, and manage implementation
Coordinate the development and management of project charters, consumer market/ corporate briefs, and project timelines for contact center operations projects
Identify, address, and communicate issues and risks promptly and effectively
Maintain open, collaborative communication with stakeholders, providing regular updates and progress reports
Ensure strategic topics are reviewed in alignment with project timelines and governance forums
Support communication management of key contact center policies, events, and projects to facilitate change management with stakeholders
Develop documentation and define workflows in partnership with various stakeholders to outline current-state operations and design ideal future-state processes
Identify and respond to issues and risks; own and provide expedient follow through to action or resolution and communicate appropriately
Craft and manage project plans and agendas; collect, prioritize, and complete activities related to project plan and agenda
The value you will bring to the team:
Directs, implements, and manages knowledge-based information services for the system library. Provides technical and administrative support for these services. Serves as consultant for knowledge-based clinical references for AdventHealth facilities.
Develops, implements, and manages projects in knowledge-based information, informatics, and the internet.
Assists with resource acquisition and evaluation by: maintaining advanced knowledge of best practices and emerging trends in library information systems, information literacy, health information resources, copyright, medical education, and the role of technology; ensuring the current resource offerings are evidence-based, contemporary and in support of AdventHealths mission.
Hires, trains, and guides library & information services staff in the provision of library and knowledge-based systems services.
Provides library & information services to all AdventHealth employees.
Maintains the system online catalog, the order of records/receipts, and subscriptions for AdventHealth facilities to ensure accurate and secure access.
Assists with evaluating new methods and emerging knowledge-based information technology to determine compatibility, cost effectiveness, and potential benefit to AdventHealth. Plans, analyzes and evaluates library services on an on-going basis to ensure that information needs are being met and improve existing services or implement new services.
Provides literature unavailable in the library through a nation-wide system of inter-library borrowing or on-line searches.
Directs the daily operations of the AdventHealth library, manages professional staff, and supports local librarians with subscriptions and/or technical assistance with specific holdings.
Provides orientation for nurse residency programs and graduate medical education programs and instructs users on library services, on-line databases, reference tools, policies and procedures, and copyright compliance.
Oversee the maintenance and enhancement of library's operating systems and monitors operations.
Maintains the system copyright permission repository for copyright permissions obtained for the system or local level.
Maintains good relations with other departments/teams to enhance services and ensure linkage of services through individual, team, and group interaction with local, regional and system level.
Manages the development and promotion of library resources by developing new library promotion strategies and materials of resources, such as new handouts, websites, displays, video education, or campaigns.
The expertise and experiences youll need to succeed:
Bachelor's Required
6 Work Experience Required
Demonstrated ability to collaborate effectively with multiple departments.
Proficiency in communication planning and development
Strong Microsoft PowerPoint skills
Ability to lead and manage one to two direct reports
Preferred Qualifications:
Master's Preferred
Project Management Professional (PMP) Preferred
Change Management Certification (PROSCI) Preferred
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.
Category: Operations
Organization: AdventHealth Corporate
Schedule: Full-time
Shift: 1 - Day
Req ID: 25027714
We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.