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Director Telephony Operations

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The Director of Telephony Operations will provide strategic and technical services support for GoHealth’s telephony platform used by all of our inside sales departments. You will optimizing the effectiveness of the telephony platform solutions and infrastructure that support our business and provide the highest standards of service and execution. You will also provide program management and work with teams that scope definition and execution of projects. You will also work with partners to identify telephony platform issues / opportunities, assess impact, create potential alternatives, and implement solutions. You will report to the Sr. Director of Workforce and Telephony.

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

Responsibilities:

Manage the telephony operations team that support the Five9 telephony solution for all programs across sales centers and remote agents.
Oversee all telephony setup including call flow, routing, IVR, outbound dialer campaigns, SIP to support requirements and improve the customer experience.
Be the technical expert in Five9 telephony platform in identifying enhancements and functionality opportunities to support program goals and ensure productivity and quality standards are achieved.
Build partnerships with IT / Product Management teams to ensure all telephony functionality and integration with internal applications is optimized for operation.
Build partnerships with account management / program leadership teams to identify cost-effective solutions to meet program and client requests.
Help establish project scope and goals, involving all relevant partners and ensuring technical feasibility.

Skills and Experience:

Associate’s Degree, Bachelor’s Degree or applicable professional experience.
Working knowledge of scaling, upgrading, and troubleshooting telephony systems: Five9 experience preferred, but inContact, Cisco, Avaya or Genesys experience.
3+ years experience designing call flows, call routing, outbound campaigns, and IVR set up.
Experience with telephony / data infrastructure and SIP, MPLS, VPN, and VOIP (SQL / Access preferred).
2+ years leading a team of telephony engineers
Experience identifying and resolving complex customer issues.
Experience working with multiple levels of the organizational structure, partners, and client-facing communication.
Experience providing ideas and solutions to further understanding.

Benefits and Perks:

Open vacation policy because work life balance is important
401k program with company match
Employee Stock Purchase Program
Medical, dental, vision, and life insurance benefits
Paid maternity and paternity leave
Professional growth opportunities
Generous employee referral bonuses
Employee Resource Groups
Work from Home Stipend
GoHealth is an Equal Opportunity Employer

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.

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Adarsh Patel

Senior Digital Marketing Manager

PIECING TOGETHER THE PUZZLE

Build up the experience to tackle industry challenges

Senior Digital Marketing Manager Adarsh Patel collaborates with colleagues to stitch together big-picture success through a high-altitude lens on marketing strategy. Pivotal to his current success was Patel’s first GoHealth role, which was tactical and execution oriented, which allowed him to gain an inside-out knowledge of the company and its customers. And through it all, Patel knows who he can turn to for support. “We are a strong believer that success is driven by empowerment,” Patel said. “My managers or leadership have always been available to coach and guide me on any initiatives.”

We are fortunate to have smart people across the marketing team, and allowing them to look at problems through a different lens is a big part of why we are successful.

Amanda Mordacq

Sales Strategy Manager

BEDROCK OF SUCCESS

Achieve goals while also prioritizing the team

Sales Strategy Manager Amanda Mordacq wants her team to be fulfilled through work that encourages development — and, with what Mordacq called “a ton of exciting enhancements to our technology” on the horizon, the chance to do so sound ample. To Mordacq, it’s important to know colleagues at a deeper level, pointing to daily team check-ins, “coffee walks” and events as ways her team strengthens its ties. “This contributes to a high level of comfort and confidence in one another and provides space for team members to be honest about their work and life goals, concerns and roadblocks,” she said.

My vision as a sales strategy manager is to empower my team to grow by providing them opportunities to lead initiatives that align with their professional goals.

Amanda Mordacq

Sales Strategy Manager

Nagini Indugula

VP of Product Management

CLARIFYING THE COMPLEX

Simplify a complicated-yet-crucial process

Shopping for health insurance is complicated. That’s why Nagini Indugula and her peers at GoHealth aim to demystify insurance plans and benefits with an easy-to-navigate marketplace. This mission to improve access to healthcare is what drew Indugula to the company, and it’s what her team strives toward accomplishing each day, whether that involves data analysis or automation. She said her team’s current projects will enable the company to optimize plan recommendations and personalize the shopping and enrollment experience.

One of my favorite things about GoHealth is the people I interact with on a day-to-day basis. Every conversation I have is so thoughtful and invigorating, and it really helps me stay motivated.

What are GoHealth Perks + Benefits

Culture

Volunteer in local community

Partners with nonprofits

Open door policy

OKR operational model

Team based strategic planning

Open office floor plan

Flexible work schedule

Remote work program

Diversity

Dedicated diversity and inclusion staff

Mandated unconscious bias training

Unconscious bias training is completed by all employees and key leaders.

Diversity manifesto

Diversity employee resource groups

At GoHealth you will find a very interactive Women@GoHealth, WomeninSales, Black Lives Matter ERGs to name a few. We continue to empower employees to create employee resource groups within

Hiring practices that promote diversity

From our gender neutralized job descriptions that encourage women and underrepresented groups to apply,to our interview practices, GoHealth strives to promote diversity when hiring.

Health Insurance + Wellness

Flexible Spending Account (FSA)

Disability insurance

Dental insurance

Vision insurance

Health insurance

Life insurance

Pet insurance

Wellness programs

Mental health benefits

GoHealth provides all employees access to our Employee Assistance Program (EAP) which provides well being and financial assistance. Our open PTO policy is also available for mental health days.

Financial & Retirement

401(K)

401(K) matching

Employee stock purchase plan

We have recently become public and will allow employees to purchase stock during certain times.

Performance bonus

Charitable contribution matching

Child Care & Parental Leave

Generous parental leave

We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.

Family medical leave

Company sponsored family events

Pre-COVID 19, GoHealth sponsored children's day by celebrating GoHealth families.

Vacation + Time Off

Unlimited vacation policy

Generous PTO

Paid volunteer time

Our employees are encouraged to use our open PTO policy towards volunteering.

Paid holidays

Paid sick days

Employees can use our open PTO policy towards sick leave.

Office Perks

Commuter benefits

Company-sponsored outings

Free snacks and drinks

Company-sponsored happy hours

Pet friendly

Recreational clubs

We have runners groups, volleyball groups and other

Fitness stipend

Home-office stipend for remote employees

All GoHealth employees receive a work from home stipend to improve their WFH environment.

Professional Development

Job training & conferences

Lunch and learns

Promote from within

Mentorship program

Continuing education available during work hours

Access to LinkedIn Learning has been provided to all employees as part of their professional and personal growth.

Online course subscriptions available

Customized development tracks

Additional Perks + Benefits

In addition to virtual company wide sponsored Health & Wellness Initiatives, employee referral bonuses, open vacation policy, we offer a work from home stipend to all new employees. We know that this pandemic has been difficult and working from home is a change. Every new employee receives access to a Work From Hope stipend to purchase items that will make your work from home experience much more comfortable.

View full list of perks + benefits

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