Assistant Contact Center Manager

Job highlights
Identified by Google from the original job post
Qualifications
Associate Degree in a work-related field/discipline from an accredited college or university
Three (3) years of progressively responsible and directly related work experience, preferably a contact center in a healthcare setting
Required Knowledge, Skills and Abilities
Ability to adjust communications to fit the needs and level of understanding of the receiver
Ability to coach and motivate team members
Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations
Ability to plan, direct, train, supervise and evaluate the work of subordinates
Ability to provide leadership and influence others
Ability to self direct to meet goals and resolve issues
Ability to solve problems and identify solutions
Knowledge of Active Daily Management (ADM) expectations and operations
Knowledge of budget and finance terminology
Knowledge of computer systems and software used in functional area
Knowledge of contact center metrics
Knowledge of Telephony system and CISCO UCCE system
Physical Demands and Work Conditions
SHC Commitment to Providing an Exceptional Patient Family Experience
Benefits
Base Pay Scale: Generally starting at $44.60 - $57.++ per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training
This pay scale is not a promise of a particular wage
Responsibilities
The Assistant Contact Center Manager (ACCM) acts as primary liaison between clients and contact center
The ACCM provides supervision and daily operations support for ambulatory clinics, contact center clients and frontline agents
This position plans, organizes, manages and coordinates clinics and non-clinic appointment scheduling and non-clinical services at Stanford Health Care (SHC), SHC Tri-Valley and/or Stanford Medicine Partners (SMP)
Collaborates and assists Contact Center Manager to oversee daily operations and ensures adherence to established policies and procedures
Assists in the recruitment and selection process for new contact center staff, including conducting interviews, assessing candidates, and making hiring recommendations
Acts as a resource for direct reports, conducts regular performance evaluations with key contact center metrics and department specific metrics, provides feedback, fosters professional growth (i.e. career ladder) and develops contact center agents
Monitors contact center performance metrics, analyzes data, and generates reports to identify strengths, areas of improvement, and develops strategies to enhance efficiency and productivity
Maintains accurate records and documentation related to contact center activities, including call logs, customer interactions and employee performance records
Coordinates staff schedules to ensure appropriate staffing and adhere to policies
Assigns staff as necessary to provide adequate shift and task coverage
Researches and implements new processes to improve standard work with Ambulatory Clinics and other non-clinic clients
Investigates escalated customer inquiries or complaints, ensuring prompt and satisfactory resolution while maintaining a high level of customer satisfaction
Initiates and participates in clinic/department meetings and hospital projects and committees
Contributes to the development and implementation of contact center strategies and initiatives to optimize call routing, reduce wait times, and improve overall customer experience quality
Stays up to date with industry trends, emerging technologies, and best practices in contact center management, and recommends innovative solutions for process improvement
Blood Borne Pathogens
Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment
You will do this by executing against our three experience pillars, from the patient and family’s perspective:
Know Me: Anticipate my needs and status to deliver effective care
Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
Coordinate for Me: Own the complexity of my care through coordination
Job description
1.0 FTE Full time Day - 08 Hour R2546363 Onsite 108610027 Admin Network of Care Contact Ctr Administrative Support NEWARK, 7600 Gateway Blvd, California

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Day - 08 Hour (United States of America)

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