POSITION SUMMARY

The Call Center Technology Lead will provide or coordinate required maintenance and optimization solutions ensuring business application integrity and continuity contributing to bswift's ability to deliver superior service and constituent satisfaction. 

Executes and leads specific deliverables and activities to service requests for business system changes.

Fundamental Components:

• Ensure the management of Service Requests follow documented standard procedures including the following:

• • Support Project Manager to ensure on time delivery and within budget for SRs   

• • Provide up to date status on Service Requests   

• • Meet release dates for Service Request delivery   

• • Ensure all Service Requests estimates are gathered and documented   

• • Conduct walkthrough of business requirements and quality expectations   

• • Provide input and review of test scenarios.   

• Conducts interviews, fact-finding, and independent research to design creative, progressive IT solutions for the most complex customer issues.
• Conducts or leads business impact analysis of system defects, control/audit deficiencies, outages and enhancements.
• Generates and/or manages the Problem/Service Request documentation build requirements, and assist with prioritization of IT resource allocation with implementing small enhancements, and fixes.
• Leads and provides expert consulting for both IT and Business areas (e.g., Processing, SMU, Legal, RPC etc.) on system functionality inquiries
• Provides the translation of business needs into Business Requirements within specified time frames
• Contributes to the collaborative system and data design sessions with the user community, technical architecture resources, and development resources
• Participates in the design and mapping of data conversion strategies
• Develops Product Overviews, FAQs, Tool Glossaries, system training material, and system user documentation to support implementation activities
• Completes activities on time and within budget, and proactively identifies and communicates issues that may jeopardize delivery dates or budget
• May assist in the training of less experienced staff and may assume supervisory responsibility in the absence of the supervisor.
• Performs related duties as assigned or requested.

BACKGROUND/EXPERIENCE desired:

• 8+ years of hands on experience with contact centers
• 3+ years of technology focused work in several of the following areas

• • ACD   

• • IVR   

• • Call Recording   

• • General understanding of telecommunications concepts   

• • • PSTN, VoIP, private WAN connections

• • Desktop technology (IP phones, Citrix desktops, etc)   

• • Workforce scheduling and quality monitoring   

• Strong written and verbal communication skills
• Desire and ability to learn new technologies
• Desire and ability to contribute beyond call center technology to other areas of technology at bswift
• Desired Skills and Experience
• Prior work with cloud based contact center platforms
• • Ideally inContact  
• Prior work as a contact center Agent and/or Manager
• Experience (and interest) with training agents, managers, others on new processes/technology
• Knowledge of the healthcare industry and health and welfare benefits administration
• Business fluency in Spanish

EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

Telework Specifications:

Flexible telework/office-based schedule (can live near Blue Bell, PA location)

ADDITIONAL JOB INFORMATION

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.