Driving Care Initiatives
From designing and leading complex programs to analyzing and translating business capabilities into powerful solutions, your expertise helps shape the future of health care.
Telephony Lead, Contact Center Telephony Systems-Admin and SupportLocation: Corona, CA Additional Locations:
Lowry Administration 7901 E. Lowry Blvd. Ste 150, 7901 E. Lowry Blvd. Ste 150 & 400, Denver,Colorado, 80230
Maple Lawn Call Center 11860 W. Market Pl., 11860 W. Market Pl., Fulton,Maryland, 20759
Georgia MSAA, 3200 Breckenridge Blvd., Duluth,Georgia, 30096 Job Number: 737692 Date posted: 10/09/2018
Ability to Explore new telephony capabilities to determine
feasibility and benefit of bringing to the call center.
Business Case Development including building ROI.
Design, improve and enhance caller experience via telephony systems via
exploration of innovative technology components.
Work with analytics to identify areas of improvement and present via data
Insure IVR and Routing design adheres to industry best practice Branding
Lead development and execution of strategy, future telephony functionality,
enhancements and capacity management to meet the evolving needs of the business
with collaboration Contact Center Operational leaders and IT.
Participate in governance and change control/management activities.
Coordinate with testing, technical, business, reporting, and vendor teams to
review and approve business and technical requirements planning and design
Drive IVR self-service utilization improvements.
Collaborate with business intelligence team to validate and investigate data
for reporting and analytics.
Manage queue treatment change requests.
A minimum of 4 years of experience in contact center telephony technology
domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics,
etc.), operations experience.
Bilingual a plus.
Experience leading small to large projects.
Ability to work effectively within matrixed organizations and develop strong
partnerships with both IT and business partners.
Ability to navigate through large and complex organizations,
Strong customer service skills.
Extensive understanding of SDLC, Agile, change management, application
development, infrastructure and industry best practices.
Ability to analyze, document, and present to senior IT and business leaders.
Critical, strategic thinking, meeting facilitation, outstanding verbal and
written communications, and interpersonal interaction skills are required.
Healthcare business acumen.
Self-starter requiring minimal supervision.
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
About Consulting Services & Project/program Management (non-it) Careers
Consulting Services & Project/program Management (non-it) Careers
These careers consist of Program and Project Managers, Business Consultants, Business Analysts, and Data Analysts who all work together to effect positive organizational change from the inside out.
Join our talented team and make a difference through performing business analysis, developing business cases, providing client support during system development and implementation, managing projects, or by leading complex programs with multiple work streams.
See What People are Saying About Working at KP
Sep 16, 2018
"Great place to spend a work day"
- Positive Outlook
- Approves of CEO
I have been working at Kaiser Permanente full-time (More than a year)
Friendly professional people who share insights and work together for improvements and success. Excellent pay and good employee recognition programs.Full Review
Come introduce yourself to a member of the Kaiser Permanente team at an upcoming career or professional event. We look forward to meeting you in person.
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