Manager CX Voice Operations

Manager CX Voice OperationsJob LocationsUS-RemoteOverviewWe areCONNECTING HEALTH AND WEALTH.Come be part of remarkable.How you can make a differenceThe Mgr CX Voice Operations will oversee the daily operations of our telecommunications systems, with a specific focus on managing and optimizing our UCCE platform. This role requires a strategic thinker with strong technical skills and the ability to lead a team to ensure seamless communication services. We're hiring someone skilled in project ranking, reporting, IVR and operational metrics, and maintaining vendor relationships.What you'll be doing (Job Duties and Responsibilities)Oversees the configuration, management, monitoring, and documentation of call flows, infrastructure components, and CX technologies both on premise and in cloud including Cisco Contact Center, Finesse and Google CCAI.• Analyzes CX processes and technologies to continually improve our member experience.• Develops and prioritizes application roadmap and strategy and delivers initiatives based on established roadmap.• Responsible for vetting, selection, and management of 3rd party relationship and outsourced teams that handle CX Operations.• Represents CX Operations in the Change Advisory Board meetings.• Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or other compensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.• Ensures that direct reports have knowledge of the HealthEquity's policies and procedures regarding this area of service, receive training, and are prepared to perform work at the appropriate level.What you will need to be successful (Skills, Knowledge, and Experience)• Bachelor's degree in related area of study preferred and 8+ years of relevant experience, or equivalent combination of education and experience• Call Center, IVR and call flow experience in an enterprise scale environment required.• 5+ years' experience in Telephony Application Engineering.• 3+ years' experience in people leadership.• Business analysis and report analysis experience preferred.• Certifications in Cisco, Google preferred.• Proficient in Microsoft Office applications (Excel and Visio).• Strong analytical and problem-solving skills, with strong attention to detail.• Excellent written and verbal communication skills.• Ability to guide and mentor team members to grow professionally.• Adaptable and capable of learning new systems and methodologies.#LI-RemoteThis is a remote position.Salary Range$109500.00 To $150,000.00 / year