Intermountain Health Looking for Assistant Vice President, Enterprise Contact Centers at Salt Lake City, UT  Full Time

Job Description:

The Associate Vice President, Enterprise Contact Centers will be responsible for building a consumer centric contact center strategy that provides an outstanding experience every time a consumer contacts Intermountain Health. This includes the integration of existing contact centers as well as the ongoing management of contact center operations, ensuring consumer requests are handled efficiently and accurately.

The AVP, Enterprise Contact Centers exemplifies and promotes positive consumer relations, empowers frontline employees and providers to utilize effective service recovery as needed, and optimizes processes to simplify the consumer experience.

Preferred candidates will live, or be willing to relocate to, one of the seven states where Intermountain does business, Utah, Idaho, Nevada, Colorado, Montana, Wyoming, and Kansas.

Job responsibilities include:

• Developing, administering, and reporting consistent enterprise KPIs including key customer service metrics
• Ensuring a consistently excellent experience for consumers across existing regional contact centers
• Measuring effectiveness of contact center experience by establishing, tracking, and evolving metrics and KPIs translating data and information from multiple sources into critical insights
• Establishing goals, objectives, policies, and decision making related to performance and operations of the Contact Center
• Presenting recommendations regarding emerging opportunities and other significant business decisions to Enterprise Leadership
• Improving processes and partner across service lines to develop consistency and share best practices
• Hire, train, coach, counsel and evaluate performance of direct reports
• Creating, deploying, and maintaining a best-in-class training curriculum for all contact center caregivers
• Building a talent development pathway that aims to improve retention and caregiver retention and growth
• Partnering with Digital Transformation Services to ensure best-in-class contact center technology and tools are implemented and optimized
• Designing Contact Center structure and operations with an emphasis on consumer experience and efficiency
• Leveraging technology and automation tools to ensure contact center staff are utilized efficiently and consumer experience is consistently excellent

• Continuously evaluating the needs of the organization building objectives to meet those needs, researching industry call-center and technology trends, and building a plan that delivers incremental value

• Focusing on continuous improvement and challenging the status quo to influence teams to improve the client experience in the most cost-effective manner

Physical Requirements:

#LI-EXECRC

The anticipated pay range for this position is $234,262 to $264,056, depending on experience. With this position, you are eligible to participate in the Annual Pay for Performance (AP4P) Plan. This plan enables Intermountain Health to provide leaders with an additional performance compensation opportunity. The AP4P award opportunities are calculated as a percentage of your base salary. Awards are paid out based on attainment of selected Board-approved goals.Additional considerations such as relocation/transition assistance may be included as part of an offer package.

Anticipated job posting close date:

11/29/2023

Location:

Key Bank Tower, Nevada Central Office, Peaks Regional Office

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$100.01 – $154.38

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our, and for our ; and our commitment to.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Our facilities do not discriminate against any person on the basis of race, color, national origin, disability, or age in admission or access to, or treatment or employment in, its programs, services or activities, or on the basis of sex (gender) in health programs and activities