Manager, Contact Center CxC - AdventHealth Hendersonville : Job Details

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support
• Pet Insurance*
• Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift : Monday Friday, 8:00AM 5:00PM

Location: 100 Hospital Drive, Hendersonville, NC 28792

The community youll be caring for: AdventHealth Hendersonville

Convenient access, with locations across Western North Carolina

Beautiful mountain scenery

Plentiful opportunities for outdoor adventurers, including hiking, zip lining and white-water rafting

Historic towns and cities full of specialty shops, art galleries and unique restaurants

Fresh produce available at farmers markets and U-picks

Special events to enjoy in every season

The role youll contribute:

In partnership with other leaders, the Manager will lead the organization and delivery of centralized service line(s) within the Consumer Experience Center (CxC). This includes managing frontline and supervisory staff and being accountable for consistent quality performance, including the services ability to consistently meet established key performance indicators that support access and an optimal consumer experience.

The Manager will serve as a subject matter expert on their respective service(s) and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders in the CxC and the markets/functional areas supported by the CxC to continually improve service delivery, driving rapid and sustained process improvement initiatives and championing change management efforts in the teams they support. The Manager will participate in relevant implementations and optimizations for services and maintain a clear understanding of the organization and intersection of the CxC with other AdventHealth services. This role requires excellent communication and interpersonal skills to engage with associates and leaders alike.

The value youll bring to the team:

Demonstrate through behavior AdventHealth mission, vision, values and service standards as outlined in the organizations Whole Care Experience training

Create an environment that assures the productivity, performance, and well-being of each employee in the department

Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives

Participate in the ongoing development and optimization of CxC operations; ensure performance is aligned with organizational goals

Collaborate with the market and/or functional areas for the continued partnership and improvement of CxC services

Spend significant portion of daily time interacting with CxC associates and supervisors to ensure proficiency on service- and market-specific content

Conduct one on one meetings to discuss performance and provide coaching/mentorship, promoting a positive and supporting culture

Qualifications

The expertise and experiences youll need to succeed :

Bachelors degree and/or higher education level or completed coursework in business or health services administration or

5 years of relevant experience

We are only considering applicants that live within a commutable distance from Hendersonville, NC

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 Hendersonville

Schedule: Full-time

Shift: 1 - Day

Req ID: 24039791

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.