AVP - Customer Care

Description:
• Overseeing all P&L deliverables and leading the execution of operational plans for customer support across the Contact Center
• Developing and implementing strategies that will enhance the efficiency and effectiveness of Contact Center Operations
• Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives
• Overseeing staffing operations and employee development & retention initiatives, including employee selection, onboarding, and training
• Ensuring quality relationships with other departments such as WFM, Quality, Safety, IT, HR, Finance, and across programs related to Contact Center
• Overseeing Contact Center operations, establishing Contact Center-specific best practices, and ensuring alignment with industry-established best practices
• Ensuring that compliance, regulatory & legal requirements are being followed by the Contact Center teams
• Creating an environment of inclusion, a culture of caring, open communication, and ensuring the wellbeing of the teams you oversee
• Ensuring operational excellence in all facets of running a large organization with multiple cross functional partners in a matrixed environment
• Leadership development, succession planning, and driving engagement programs for the teams you oversee.
• Ensuring development and mentorship of next generation of leadership talent
• Providing accessible leadership that encourages innovation, ownership, and professionalism in alignment with CVSH’s values and vision

Requirements:
• 15+ years of experience in customer service operations
• 7+ years of demonstrated leadership experience in managing Contact Center operations, or similar type organization, on a large scale in a highly competitive multi-unit environment. 10+ years preferred
• Ability to effectively communicate and influence at all levels of the organization.
• Ability to collaborate effectively across different business functions, different perspectives, and distinctive styles of leadership
• Experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies across Care Operations
• Communication and leadership skills in leading and motivating a growing and changing service operation
• Experience building high-performing teams is required and the ideal leader must have a proven track record of building a robust talent pipeline and a ready-now succession slate.
• Address areas of opportunity head to ensure we are creating an optimal colleague, customer and patient experience
• Demonstrate grit, perseverance and resilience in a fast-paced environment and leading their team to do the same.
• Ability to pivot quickly and come up with innovative solutions when faced with challenges that inspired and engages the team along the journey.

Benefits:
• Affordable medical plan options
• a 401(k) plan (including matching company contributions)
• an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings
• tobacco cessation and weight management programs
• confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off
• flexible work schedules
• family leave
• dependent care resources
• colleague assistance programs
• tuition assistance
• retiree medical access and many other benefits depending on eligibility.

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