Senior Dialer Administrator / Telephony Manager – Contact Center

Join VillageMD as a Senior Dialer Administrator / Telephony Manager – Contact Center (REMOTE)

Join the frontlines of today's healthcare transformation.

WHY VILLAGEMD

At VillageMD, we're looking for a Senior Dialer Administrator / Telephony Manager – Contact Center to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best Primary Care Physicians and Advanced Practice Providers. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

OUR CULTURE AND VALUES

VillageMD is a group of collaborative, entrepreneurial and smart people who are united in our goal to improve primary care, making a difference in people's lives.

Get Stuff Done:  We roll-up our sleeves and dive into the details, tackling the work at hand with infectious enthusiasm.  We’re highly accountable for our work and the value we add, inspiring others with our constant ability to deliver results. No challenge is too small or too big.

Build Trust:  We are humbled by those we serve and the importance of our vision. We invest in relationships with open and honest conversation seeking personal connections. We show respect for others in our words and actions. We do what we say we are going to do. We are knowledgeable, but always take the time to listen and learn.

Innovate:  Our curiosity is endless, and challenging the status quo is a priority. New approaches are rewarded and we are always seeking to improve. We know that changing healthcare is hard, and we embrace the challenge.

COULD THIS BE YOU   

As a Sr. Dialer Administrator / Telephony Manager your will be responsible for the daily readiness of call center calling applications and overseeing dialing functions and staff while identifying call patterns and results. Responsible for assisting with the daily operations of our CCaaS platform and overseeing Dialer Administrator direct reports, this is a technical role that includes programming, scripting, loading, mapping, and reporting in a list management capacity. The Sr. Dialer Administrator / Telephony Manager will work closely with Service Center executive team, IT (Information Technology) Voice team, Workforce Management, and reporting functions. This role will also be providing compliance guidance when running outbound campaigns.

How You Will Get Things Done:

• Oversee 1-3 Dialer Administrators performing integrated dialer list management: Loading, mapping, skilling, reporting
• Oversee creation and configuration of outbound campaigns including user profiles, dialer settings, dispositions
• Ultimate responsibility for loading, launching, and monitoring lists real time, working with workforce management to adjust skills based on inbound/outbound needs
• Report on pacing, trending, penetration, non-connects, and conversion rates
• Maximize contact rates by ensuring all lines outpost correct CallerID
• Monitor inbound and outbound call traffic, daily system testing

How You Will Build Trust:

• Provide design and implementation expertise in the development of integrated (omni-channel) contact strategies for 500+ remote employees
• Partner and review staffing plans to maintain adequate staffing levels to meet business demands
• Support various contact channels for integrated contact strategies; Inbound, outbound, email, chat, SMS
• Provide guidance on compliance awareness such as DNC (Do Not Call), TCPA, federal and state laws, etc.

How You Will Innovate:

• Provides first tier support and troubleshooting for agents
• Continuously monitor agent’s skills in real-time and make recommendations based on call type
• Make recommendations to improve call flow, develop strategies, and resolve problems while managing efficiencies and contact rates

EXPERIENCE TO DRIVE CHANGE

• High School Diploma or GED required
• 5+ years of experience running fully integrated dialer campaigns in large scale contact center (Ring Central or Five9 preferred)
• 3+ years of experience overseeing dialer administration or telephony implementation employees
• Experience working with workforce management, IT telecom support, and call center leadership
• Intermediate to advanced proficiency level with Microsoft Excel
• Basic statistical knowledge and ability to comprehend and analyze dialer-output data
• Knowledge of auto-dialer operations and concepts (including Preview, Power, and Predictive dialers)

HOW YOU WILL THRIVE

To help our employees be their best at home and at work, we’re pleased to invest in benefit programs that support their total well-being.

• Physical Well-Being: Comprehensive health plans include medical and prescription, virtual care, dental, and vision benefits
• Mental & Emotional Well-Being: Employee Assistance Program (EAP), Talkspace and access to other premiere mental health tools and applications, bereavement support
• Career: Learning and development, clinician expense reimbursement and continuing medical education allowance
• Personal and Time Off: Paid time off, paid holidays, volunteer time off, parental leave
• Financial Well-Being: 401(k) with match, HSA, FSAs, commuter accounts, team member discounts, life, AD&D and disability, financial & legal consultations

Our unique Village Medical culture – how inclusion and diversity make the difference.

We believe building trust, acceptance and respect is rooted in an understanding that people do not experience things in the same way. Employment candidates are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For Colorado Residents only: The base compensation range for this role is $101,000 to $127,000. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. This role may be eligible for annual/quarterly bonus incentives (if applicable), and the selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan with company match. 

Explore your future with VillageMD as a Sr. Dialer Administrator / Telephony Manager today!