Resp & Qualifications
PURPOSE:
A Contact Center Manager is responsible for leading and executing various initiatives within a contact center leveraging salesforce platform. This role involves strategic planning, resource management, and stakeholder management to enhance contact center efficiency and drive user adoption. This role will lead a team of Salesforce professionals and collaborate with cross-functional teams to optimize delivery, manage system enhancements, and ensure projects are completed on time and within budget.
ESSENTIAL FUNCTIONS:
Responsibility to deliver high quality working software through all phases of analysis, design, development, test, deployment, and support of all related software application systems.
Develop staff through coaching, timely performance feedback, and assessments, and conflict management. Establish performance and development plans. Ensure a constantly rising bar of technical excellence and professional growth. Manage, mentor, and coach to ensure continued growth and development to aid in achieving career goals. Ensure team members understand individual commitments as well as team and company goals, helping the teams achieve Sprint completion and release dates. Ensures that the team(s) has the right skills and capability to deliver; addresses gaps through reskilling and/or hiring. Ensure retention of top talent and identify methods for keeping high performers engaged and growing
Recommend and develop solutions which take into consideration costs, business needs, and organizational impacts. Works with cross functional teams to meet business objectives.
Research and identify opportunities to expand the team's capacity with lower cost development resources. Develop the business model for remote teams and recommend the vendor based on a suitable criterion. Ensure the local team understands the outsourcing strategy and their role with the remote teams to retain talent. Manage expenses to ensure effective use of capital and cash flow. Provide budget estimates and spending forecasts. Analyze past spend and account for discrepancies.
Facilitates all aspects of software development from planning, testing, and quality assurance to implementation. Ensure adherence to IT best practices and the organization's SDLC.
Make appropriate team assignments and encourage the team to embrace processes that drive sustainable improvements. In conjunction with Product Management, help the team estimate features for release planning with a mindset of continuously improving estimation accuracy. Tack and report on team's progress towards completion of assigned deliverables.
Serve as a channel of prioritization, escalation, and marshal the appropriate resources to resolve urgent or high severity issues quickly and efficiently while minimizing the impact to customers.
SUPERVISORY RESPONSIBILITY:
This position manages people.
QUALIFICATIONS:
Education Level: Bachelor's Degree in Computer Science, Information Technology, or related field OR in lieu of a bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Licenses/Certifications Upon Hire Preferred:
Scrum Alliance Certified Enterprise Coach
Experience: 5 years Related professional experience. 1-year Supervisory experience or demonstrated progressive leadership experience.
Preferred Qualifications:
3 years' experience working in a large Scaled Agile Framework environment.
3 years' experience delivering Salesforce solutions.
3 years' experience in healthcare and/or Payer Industries.
Knowledge, Skills and Abilities (KSAs)
Ability to prioritize projects and allocate resources based on organizational goals.
Ability to establish relationships and credibility with engineers.
Ability to cultivate a collaborative, high-performing team environment.
Knowledge of Health cloud, Industry Cloud, Data Cloud, Agentic workflows and CRMA.
Knowledge of event-based architecture/streaming/pub-sub model.
Supports API first approach leveraging Azure API management software.
Drive continuous improvement initiatives based on data insights and customer trends.
Lead team to build reusable patterns or components in Salesforce like LWC and Flows.
Collaborating on a cross-functional team to execute against our product road map.
Select, monitor, coach, develop, and grow employees.
Support day-to-day operations and business continuity.
Knowledge and experience with various delivery methodologies.
Experience in software development life cycle (SDLC) and delivery.
Excellent communication skills both written and verbal.
Ability to recognize, analyze, and solve a variety of problems.
Fundamental knowledge of software engineers? Best practices, agile methodologies, CI/CD pipelines.
Identifies technical risks and develops mitigation strategies; introduces and recommends industry best practices and standards for the project.
Evaluates and assists in the selection and procurement of hardware and software technologies and serves as a mentor for junior developers.
Works with stakeholders as well as technical and analytical counterparts to define constraints and develop requirements and concept of operations documentation.
Ensure adherence to quality standards, deployment methodologies and practices.
Knowledge of code deployment architecture and methodology.
Reviewing the work of other developers and providing feedback.
Ability to communicate technical requirements to all levels of expertise.
Salary Range: $139,520 - $258,984
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Department
Broker and Employer Facing Dig
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, @type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship
LI-LD1
REQNUMBER: 21410
