Assistant Contact Center Manager

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
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).

Locations
Stanford Health Care

What you will do

• 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.

Education Qualifications

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

Experience Qualifications

• Three (3) years of progressively responsible and directly related work experience, preferably a contact center in a healthcare setting. Required

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
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

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do