Practice Group Manager overseeing support and operations in mental healthcare offices across Georgia. Ensuring clinical and financial objectives are met while cultivating team performance.
About the role
- Manager, IS Google CCaaS leading deployment of Google CCaaS infrastructure and managing contact center technology solutions. Collaborating with teams to enhance customer experience and drive business objectives.
Responsibilities
- Lead the deployment of Google CCaaS infrastructure, ensuring alignment with business objectives and customer needs.
- Monitor system performance, troubleshoot issues, and implement improvements to enhance the customer experience.
- Collaborate with IT, operations, and customer service teams to integrate CCaaS seamlessly with existing tools and processes.
- Manage vendor relationships and contracts related to Google CCaaS and other contact center tools.
- Support the development of plans for disaster recovery as well support CHAOS testing of the environment.
- Provide leadership in a fast-paced, customer-centric environment, with the ability to develop and coach your team to enable them to achieve their goals.
- Inspire and promote collaboration among teams.
- Develop and maintain design project plans, identify deadlines, estimate the necessary resources and ensure the organization and optimal allocation of talent.
- Lead recruitment, mentoring, one-on-one meetings, performance reviews and individual career and development planning.
- Develop and maintain documentation and training materials to support the adoption of Google CCaaS solutions across teams.
- Anticipate and manage problems and take the necessary actions to resolve them, act proactively to remove obstacles.
- Participate in the definition of policies, procedures and best practices in terms of design and strategy.
- Promote design principles and best practices for user experience.
- Expertise in Google CCAI and evolving AI technologies Cloud solution delivery experience.
- Meet and follow customers to develop empathy and an understanding of market issues and share customer experience research results with teams and our partners.
- Understand and translate business needs and opportunities into impactful strategies as well as promote the benefits of the experience to internal stakeholders and business partners.
Requirements
- Experience in managing professionals and leading teams of diverse experts.
- Proven experience managing contact center technology solutions, preferably with Google CCaaS or other cloud-based platforms.
- Experience in a professional environment to promote work, deliver work, develop and inspire teams, and design world class methods and approaches.
- Well-versed in design thinking methods and techniques.
- Google CCaaS certification or similar credentials within Google are a plus.
- Strategic thinking and the ability to be influential.
- Proven interpersonal and communication skills (verbal and written).
- Organized and able to work well in a changing environment.
- Bilingualism (French and English) required for candidates located in Quebec.
Benefits
- support, opportunities and performance-led financial rewards
- accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
- workplace adjustments (accommodations)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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