Director IS Applications at Medline Industries, Inc. in Northfield, Illinois

Job Description:

Medline Industries continues to grow, and grow, and grow. In fact, we've enjoyed DOUBLE DIGIT growth in 54 of the past 55 years! And we are AGAIN named as a Chicago Tribune Top Employer! Doesn't that sound like the kind of place you'd want to join?

The Director of Contact Center Technology is responsible for leading the development and implementation of innovative technology solutions to support our customer service teams. This role will work closely with cross-functional teams to identify and prioritize technology initiatives that enhance the customer experience, improve operational efficiency, and drive business growth.

Responsibilities:

• Help develop and implement a strategic technology roadmap for the contact center, in alignment with the company's overall business objectives.


• Lead the evaluation, selection, and implementation of new contact center technologies, including CCaaS solutions, email case management solutions, agent desktop solutions, knowledge management, and analytics tools.


• Collaborate with cross-functional teams to identify opportunities for process improvement and automation.


• Manage relationships with technology vendors and service providers, ensuring that solutions are delivered on time, within budget, and to the required quality standards.


• Provide thought leadership on emerging contact center technologies and trends, and their potential business impact.


• Lead, mentor, and develop a team of contact center technology professionals.


• 10% travel to Dubuque, IA is expected for this role.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field is highly preferred.
• 5 years of experience in contact center technology, with a proven track record of delivering successful technology initiatives.
• Knowledge of contact center operations and customer service principles.
• Strong knowledge of contact center technologies, including CCaaS, agent desktops, and case management solutions.
• Excellent project management skills, with the ability to manage multiple projects simultaneously.
• Strong leadership skills, with the ability to build and lead high-performing teams.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Strong business acumen, with the ability to align technology initiatives with business objectives.
• Ability to analyze data and utilize insights to drive decision-making and optimizations.
• Preferred: Proficiency in using CRM systems, AI, and other digital tools.

About Medline
Medline Industries is the largest privately held manufacturer and distributor of healthcare supplies in the United States, providing more than 550,000 products that serve the entire continuum of care. Our innovative products and programs can be found in most hospitals, extended-care facilities, surgery centers, physician offices, home care dealers, home health agencies and retail outlets.

Founded in 1910, Medline has grown from a small manufacturer of aprons, surgical gowns and uniforms to a thriving $17 billion global enterprise because of our dedicated people, entrepreneurial spirit and honest values.

Again named one of the country's "Best and Brightest Companies to Work For" and once again named to Chicago Tribune's Top Workplaces, Medline has experienced fifty-plus years of consecutive annual growth, and is headquartered in Northfield, IL.

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