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Manager, Call Center Process Team

Employer
Crawford & Company
Location
Norcross, Georgia
Salary
Not Specified
Closing date
Oct 18, 2019

Job Details

Excellence In Everything We Touch

CRAW - iCIMS - IT

Position Summary

This team member is a global contact center leader who supports our business units with configuration and support in their technology platform. This individual will initially focus on the migration from legacy on premise contact center solutions to a global RingCentral InContact platform. The team will facilitate IVR and script changes and be responsible for tier 1 support and user administration. The Manager, Contact Center Process Team will be involved in client meetings to provide insight into capabilities and assist in building out successful solutions for go-live. This individual will help identify streamlined workflows to be used globally and assist in building out best practices to be used in our global contact centers. The role acts as the bridge between the technical telephony team and the business units to ensure we meet our internal KPIs and our client SLAs. This team member should possess excellent written and verbal communication skills and be able to influence contact center leadership at the highest level.

Responsibilities

  • Develop common solutions within contact center platforms to enable business units to implement solutions quickly for new and existing clients
  • Assisting with the delivery of standardized contact center best practices within contact center platforms
  • Partners with IT team on escalated issues related to contact center technology performance to ensure quick remediation of issues
  • Leads and trains offshore team members to assist business units with tier 1 platform support and user administration
  • Leads and trains offshore team members on creation and modification of skills, agent scripts and workforce management reporting capabilities
  • Lead team that supports business units with agent script building and
  • Works closely with business units and customers to translate requirements into thoughtful repeatable solutions
  • Owns relationship with RingCentral technical account manager and ensures resolution of issues related to platform are remediated timely
  • Upholds the Crawford Code of Conduct
Requirements

  • Bachelor's Degree in Computer Science or related field or four (4) years' experience.
  • Graduate degree such as MBA/MA/MS in Information Technology, Engineering, Business or other related field preferred
  • Three (3)+ years of hands-on design and implementation within a contact center environment
  • Five (5)+ years of experience of contact center operations experience
  • Effective leadership and analytical skills including working knowledge of contact center IVR, scripting, scheduling, and reporting
  • Two (2)+ years of experience leading a team (remote team experience preferred)
  • Demonstrated knowledge and experience with diverse contact center needs and gathering of customer and business requirements for workflow creation
  • Experience implementing and/or migrating contact center technology, preferably RingCentral InContact, in a 100+ person contact center agent environment
  • Capable of managing offshore individuals working on the needs of many customers at one time
  • Demonstrated knowledge of building best practice outlines and guidelines for contact center technology platforms
  • Track record for remaining unbiased toward any specific technology or vendor and for being more interested in results than personal preferences.
  • Strong technical capabilities on contact center platforms with the ability to translate needs between business and IT operations; experience with integration of systems through API
  • Strong leadership skills to indirectly manage across functional teams toward common solutions.
  • Excellent verbal and written communication skills, able to explain and document the Enterprise Information Architecture to diverse audiences (technical, business, etc.).
  • Highly self-directed and able to manage and prioritize multiple concurrent and competing challenges, issues, ambiguities, and contradictions.
  • Demonstrated team player with results oriented track record.
  • Capability for being thoughtful, extroverted and collaborative
  • Motivation that is focused on long-term results
  • Willingness and ability to play multiple roles and adapt quickly in complex technology environments.
  • Demonstrated experience transforming homegrown applications to successful cloud-based solutions
  • Demonstrated ability to influence senior leadership (including Business Executives, CIO and Vice Presidents) and be respected as a leader in advancing strategies across all of IT.
About Us

People taking care of people. It’s that simple. At Crawford & Company, we treat our clients’ policyholders like our own, helping to restore and enhance lives, businesses and communities at all points of the claims management process. Combining a legacy of nearly 80 years of unmatched experience with global capabilities and industry-leading technology, Crawford is at the forefront of change, while also staying firmly rooted to our commitment to putting people first.

We are guided by our collective value system: RESTORE.

At Crawford, we:

  • Respect our culture of integrity and ethical behavior, while embracing the unique talents of the individual and encouraging an ownership mentality among everyone.
  • Are Empowered to advance the company mission and take ownership of our individual career progression.
  • Promote Sustainability through a corporate culture in which employees are good stewards of their communities.
  • Emphasize Training and an environment where employees continually seek and share knowledge and are engaged and satisfied with their work.
  • Are One Crawford, embracing a global mindset that’s inclusive, agile, mission-focused, and customer-focused.
  • Give Recognition, participating in an environment where people are rewarded for jobs well done.
  • Embody an Entrepreneurial Spirit, sharing a passion to succeed, innovate, and outpace our competitors.

We believe in leading by example – at work and in our communities. We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in mission, vision and values. Learn more at www.crawfordandcompany.com.

In addition to a competitive salary, Crawford offers you:

  • Career advancement potential locally, nationally and internationally. Crawford & Company has more than 700 locations in 70 countries
  • On-going training opportunities through every stage of your career
  • Strong benefits package including matching 401k; health, dental, and life insurance; employee stock purchase plans; tuition reimbursement and so much more.

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.

Company

Welcome to Crawford & Company®. As the world’s largest publicly listed independent provider of claims management solutions, our focus is to help people and businesses quickly recover from losses. Our claims management solutions speed recovery time so that clients can resume their lives and work with as little disruption as possible. From large-scale catastrophic losses to short-term workers compensation claims, we offer total solutions that begin with first notice of loss and end with positive, measurable outcomes. The road to recovery begins with Crawford.

With 700 offices in 70 countries and more than 9,000 employees worldwide, Crawford careers span countless fields and disciplines. We offer compelling opportunities that make a difference in the lives of our clients. 

Company info
Website
Telephone
404.300.1000
Location
1001 Summit Blvd
Atlanta
GA
30319
US

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