Assistant Contact Center Manager

About the role

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 oversees clinics and non-clinic appointment scheduling and non-clinic services at Stanford Health Care (SHC), SHC Tri-Valley and/or Stanford Medicine Partners (SMP).

Responsibilities

• Collaborates and assists Contact Center Manager to oversee daily operations and ensures adherence to established policies and procedures.
• Aids 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.
• Maintains accurate records and documentation related to contact center activities, including call logs, customer interactions and employee performance records.
• Schedules 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.
• 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.

Requirements

Required 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.

Qualifications

Education Qualifications:

• Associate Degree in a work-related field/discipline from an accredited college or university.

Skills

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.

Benefits

Not specified.

Pay

Base Pay Scale: Generally starting at $45.94 - $59.73 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.

Schedule

Day - 08 Hour