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State of Massachusetts Contact Center Vendor Manager in Boston, Massachusetts

DFML is looking for a collaborative relationship builder who gets satisfaction from driving quality improvement and fostering an exemplary customer service experience in partnership with our 3rd party vendor to join our team as a Contact Center Vendor Manager. Who we are * Massachusetts' first-ever digitally native service, Paid Family & Medical Leave, is now available. As we strive to help constituents manage their health and care for their families, we want to be sure that benefits are easy to access by setting a new, higher bar for interacting with the state online. We’re rethinking and transforming how government services normally operate, using best-in-class technologies and techniques to create an experience that feels more like a consumer app than what people usually expect from government. Our mission is to implement and run a program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity. Our administrative office is based in Boston, MA, and we have a fully remote 200-person contact center with a hub in Lawrence, MA. *What you’d do * The Contact Center Vendor Manager, who is based in Boston, MA and reports to the Director of the Department of Family & Medical Leave, is responsible for the following: · Monitors performance and contract adherence of the PFML Contact Center vendor’s operations, including phones, mail room/document handling omni-channel processing, and claims processing · Acts as liaison and vendor manager between the PFML Contact Center Vendor leadership and DFML Main Office leadership in order to exchange information, resolve problems, provide direction, and to oversee performance and contract adherence · Forecasts, tracks, evaluates, and reports on Contact Center performance metrics and business functions in order to determine trends, progress, and effectiveness, and drive opportunities for improvement · Establishes and drives implementation of PFML Contact Center business solution enablement technology roadmap and implementation · Establishes when necessary additional SLAs based on Contact Center performance · Troubleshoots all vendor problems and present to DFML and Contact Center Leadership as required · Identifies and implements continuous enhancement of efficiencies associated with vendor · Ensures all service level agreements meet or exceed stakeholder expectations · Organizes and oversees action plans and corrective measures with the vendor · Other duties as assigned *Who you are * We’re seeking candidates who have: ● A demonstrable track record of managing complex vendor relationships ● Contact center leadership experience ● Knowledge of the latest trends in contact center technology ● Great curiosity, and are invested in pursuing/implementing new solutions when needed ● A collaborative nature ● A commitment to diversity, equity, and inclusion in their work and workplace ● Issue spotting and resolution experience ● Strong ability to establish harmonious working relationships and establish rapport with various stakeholders ● Ability to write concisely, to express thoughts clearly and develop ideas in a logical sequence. ● Ability to work under narrow time constraints and negotiate solutions to complex problems. ● Excellent interpersonal skills ● Performance evaluation experience ● Provided strategic recommendations through operational daily execution ● Insurance or healthcare claims staff management and oversight experience, or related experience ● Operational oversight experience of mail room and documentation processing, or related experience *Why should you join DFML? * ● The idea of working for a “government startup” excites you ● You want to work for a place that values your contributions and ideas, moves quickly in implementing solutions, and at the same time, allows you the flexibility to have a great balance between your personal and professional life ● You will work with a dedicated team who are fueled by our mission of helping the people of the Commonwealth of MA smoothly navigate our program during the big moments in their lives, and will value you as both a coworker and as a person ● We have an office in downtown Boston, and while currently remote, plan to offer a hybrid work environment once we are able to safely return to the office *Total compensation * As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including: · 75% state paid medical insurance premium · Reasonable Dental and Vision Plans · Flexible Spending Account and Dependent Care Assistance program · Low cost basic and optional life insurance · Retirement Savings: State Employees' Pension and a Deferred Compensation 457 MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below. Substitutions: I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience. II. A Bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience. *An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. Job: Administrative Services* *Organization: Department of Workforce Development *Title: *Contact Center Vendor Manager Location: Massachusetts-Boston-19 Staniford Street Requisition ID: 2100058H