Vp-Integrated Contact Center Operations & Workforce Optimization (Exempt)

We're a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.

At Mercy, we believe in careers that match the unique gifts of unique individuals - careers that not only make the most of your skills and talents, but also your heart. Join us and discover why Modern Healthcare Magazine named us in its "Top 100 Places to Work."

Overview: Based in St. Louis, the VP, Service Delivery & Workforce Optimization identifies clients' needs and oversees the development and delivery of integrated customer engagement services within the context of the business. The foundation of this position is establishing processes & identifying technology solutions to provide consistently high levels of customer service in a cost-effective manner, with an ultimate goal of first touch resoloution. Performs duties and responsibilities in a manner consistent with our mission, values, and Mercy Service Standards.

Qualifications:

• Minimum of six years of professional experience in automated customer service operations including three years of workforce management and service delivery responsibility.
• Other:
• Required Education: Bachelor's degree
• Multi-site leadership experience is a must.
• Reliable self-starter; works well both independently and
• High degree of integrity and moral character
• Minimum of 5 years operational leadership experience
• Innovative with ability to think creatively, balanced with pragmatism (big-picture thinking).
• Working knowledge of Contact Center technology such as IVR, telephony, RPA, and Natural Language Understanding
• Strong project management skills; organized with meticulous attention to detail.
• Major budget creation and management including long-range planning
• Ability to effectively manage multiple projects, schedules and needs to meet shifting
• Experience:
• Agile and flexible, ability to thrive and adapt quickly to a fast-paced, changing
• Credible and articulate; ability to communicate well with multiple
• Group productivity analyses
• Consultative and collaborative leadership style with a results-driven approach
• Ability to interpret qualitative and quantitative data and use in decision-making
• Strong analytical skills with ability to problem
• Ability to influence and manage change in a positive and collaborative
• Exceptional writing and editing
• Collaborative; ability to work effectively with peers and partners across the
• Co-worker scheduling
• Good listening skills, minimal ego (listen first, then respond).

We Offer Great Benefits:

Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 32 hours or more per pay period!

We're bringing to life a healing ministry through compassionate care.

At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We're expanding to help our communities grow. Join us and be a part of it all.

What Makes You a Good Match for Mercy?

Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We're also collaborative and unafraid to do a little extra to deliver excellent care - that's just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.

#LI-TM1

Mercy has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.