Contact Center Quality Manager jobs in Missouri

Introduction

Do you want to join an organization that invests in you as a Manager Contact Center Technology? At Parallon, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Manager of Application Support like you to be a part of our team.

Job Summary–

The Manager of Contact Center Technology is responsible for the reliable delivery of application services to the business and for leading a team of Product Analysts / Application Engineers in the support of those applications.

The successful candidate will have excellent verbal and written communication skills, the ability to establish effective working relationships and manage multiple priorities. The candidate will be expected to lead/manage a team of product analysts or application engineers for any new and existing development and ongoing support. This includes analyzing the business needs, writing requirements, gaining approval of requirements, providing work estimates, designing and developing enhancements, documenting unit testing and facilitating QA testing. Other specific responsibilities are outlined below.

The individual filling this position should have a background and general understanding of the collections process as it pertains to the healthcare industry. Prior knowledge of the applications involved is a plus. Development experience is preferred.

As a Manager Contact Center Technology the candidate will frequently assume responsibility for leading team members in the completion of tasks, delegating work assignments, mentoring members, responding to project questions, gathering additional information from the business owner as needed and monitoring quality and completion. In addition to software support/development, the candidate will work with interfaces between their applications and external applications and business intelligence tools.

Duties (included but not limited to):

• 
  Lead a team of Product Analysts in the successful application delivery to the business.
• Based on documented specifications, develop, manage and support enhancements to Parallon applications by developing new software code or modifying existing software elements, work with business owners to define requirements and functionality and work with testing services to ensure timely and accurate implementation of new software.
• Research system issues identified by end users or the business owner and implement solutions to those issues, working with other team members to communicate and resolve issues.
• Elaborate business requirements and obtain business owner approval of work
• General ongoing support of Parallon applications, including but not limited to on-call support, working with IT&S ISC, Unix technical services, Database services, and Customer Services to resolve issues in a timely manner

Knowledge, Skills & Abilities

• 
  7 yrs. experience on increasingly challenging projects in business, or systems analysis or systems development
• Thorough understanding of critical IT processes – project lifecycles & SDLC
• Knowledge of Crystal Reports and Business Objects preferred
• Aptitude for solving logic problems
• Ability to handle multiple projects simultaneously
• Ability to work with all personality types
• Excellent interpersonal relationship skills
• Excellent verbal and written communication skills

Education

• 
  College graduate required or equivalent work experience

Experience

• 
  7 years of experience on increasingly challenging projects in business, or systems analysis or systems development