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Company

Gainwell Technologies · 1 day ago

Advisor Business Process Outsourcing

Texas, United States

Full-time

Remote

Senior Level, Lead/Staff

$85K/yr - $121K/yr

9+ years exp

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Health CareInformation Technology

H1B Sponsor Likely

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Responsibilities

Acts as a primary resource for cross-functional teams, supporting business planning, steady-state, and continuation initiatives for CX Standardization and Operational Excellence.

Serve as a subject matter expert, overseeing the operational health and value of assigned processes, capabilities, and tools.

Monitor key performance indicators, inform stakeholders of non-compliance or gaps, recommend improvements, and mitigate risks. Drive collaboration to ensure seamless experiences and achieve ROI against CX requirements.

Works in conjunction with the business development team in representing the company's capabilities to potential clients. Accompanies sales team to client sites, gathers data, provides input and assists in client evaluation.

Structures moderately complex proposal across processes, applications and infrastructure in conjunction with business strategy. Provides input into pricing of proposition.

Evaluates current, internal processes and maintains currency with industry trends and forecasts. Recommends and implements approved modifications and/or new processes to maintain competitiveness in the industry.

Provides complex analysis and documentation of client requirements to provide appropriate data to project development and implementation team for client(s). Creates complex client-specific processes and templates, manuals, handbooks, and other documentation.

Identifies metrics to assess effectiveness. Summarizes results and prepares reports for management.

Demonstrated ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.

Proactively monitor, measure, and manage business operational risk associated with processes, capabilities, and tools utilization using established methodologies and exercising front line control plans to ensure alignment with business unit specific requirements, process requirements, and business needs.

Establish continuous feedback loops to improve the flow of transactions and propel frictionless experiences.

Develop and deliver proactive communication and change management plans for customers, employees, and internal stakeholders. Ensure alignment and provide hands on support day-to-day operations, DDI and project partners.

Provide diverse perspective to leverage multiple ways of thinking while continuously evolving end-user [client, vendor and / or GW employee] solutions specific to functional processes, capabilities, and tools.

Qualification

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Customer contact center QAVendor managementProject managementChange managementLean methodologiesAgile methodologiesData analysisMS OfficeBusiness consulting

Required

Bachelor's degree or equivalent combination of education and experience

Nine or more years of customer contact center quality assurance experience, including working directly with contact center Vendors / BPOs

Experience working with QA technologies and customer contact center capabilities and systems

Strong written and verbal communication skills, change management planning and execution expertise

Demonstrated ability to influence and deliver tactical and strategic program plans, project management experience

Strong attention to detail with proven experience utilizing various systems to collect and analyze data with expert MS Office experience, specifically to Excel and PowerPoint

Strong analytical and problem-solving skills

Leadership skills to guide and mentor the work of less experienced personnel

Ability to conceptualize, design, develop and apply business and management consulting applications and services

Preferred

Experience with Lean and / or Agile methodologies

Benefits

Generous, flexible vacation policy

A 401(k) employer match

Comprehensive health benefits

Educational assistance

Variety of leadership and technical development academies

Company

Gainwell Technologies

Glassdoor

3.2

Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.

Founded in 2009

Irving, Texas, USA

10001+ employees

https://www.gainwelltechnologies.com/

H1B Sponsorship

Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (37)

2022 (101)

2021 (55)

2020 (2)