[Hiring] Manager of Digital and Unified Communications Support @OSF HealthCare

Role Description

The Manager, Digital and Unified Communications Support is responsible for overseeing the daily operational support, maintenance, and performance of digital and unified communications platforms. This role leads support teams, ensures high service quality, manages workforce management team, and serves as the primary liaison with technology vendors to ensure systems meet organizational needs, performance standards, and service level agreements.

Qualifications

• Education: Bachelor’s degree in information systems, business, or healthcare related field.
• Experience:
  • 1 year of direct leadership experience.
  • 2 years of experience managing support operations for digital, contact center, or unified communications platforms.
• Other Skills/ Knowledge:
  • Excellent interpersonal and communication skills.
  • Solid computer skills, including proficiency with Microsoft software.
  • Strong analytical and problem-solving skills, with the ability to be detail oriented.
  • Strong vendor management and relationship-building skills.
  • Strong troubleshooting skills across telephony, routing, IVR (interactive voice response), and omnichannel workflows.
  • Excellent project management skills with the ability to prioritize tasks, manage timelines, and meet deadlines.
  • Detail-oriented with a passion for staying abreast of healthcare industry trends and best practices.
  • Excellent decision-making skills, with the ability to use data to drive decisions.

Requirements

• PREFERRED QUALIFICATIONS:
  • Education: Master's degree in information systems, business, or healthcare related field.
  • Experience:
    • Experience in healthcare or large enterprise environments.
    • Experience leading support teams or technical operations groups.
    • Demonstrated leadership experience managing teams and operational workflows.
    • Familiarity with workforce management and quality assurance frameworks.
    • Experience supporting platforms such as contact center or CRM (customer relationship management).
  • Licensure/ Certification: Genesys Cloud Certification(s)
  • Other Skills/ Knowledge:
    • Demonstrated ability to have crucial conversations, work collaboratively with a wide variety of people, and respond to stressful situations in a calm and rational manner.
    • Proven ability to work in a fast-paced environment with changing priorities, with flexibility and an eagerness to support changes.

Benefits

• Expected pay for this position is $39.49 - $52.31/hour. Actual pay will be determined by experience, skills and internal equity.
• This is a Salaried position.
• OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career.

Company Description

OSF HealthCare is an Equal Opportunity Employer.