We are offering a contract to permanent employment opportunity for a Contact Center Assistant Manager in Newark, California. This role is within the healthcare industry, and the Contact Center Assistant Manager will oversee the daily operations of our non-patient scheduling teams. The successful candidate will be responsible for ensuring quality service management, staff performance, process improvement, and regulatory compliance.
Responsibilities
• Oversee the daily operations of non-patient scheduling teams and ensure that systems and staff meet call center standards.
• Train, select, and permanent staff while maintaining patient and employee confidentiality.
• Monitor the quality of staff interactions and ensure excellent customer service, holding staff accountable for engaging customers courteously and helpfully.
• Leverage new technologies and optimize operations to meet business needs and ensure a high level of service.
• Plan, organize, direct, manage, and evaluate the work of staff and functions in the Contact Center.
• Maintain cooperative and productive working relationships with medical, nursing, detail oriented, and clinic staff, regulatory agencies, customers, and others.
• Plan, develop, implement, and revise policies, procedures, and standards in the Contact Center.
• Conduct effective budget planning, including cost and volume projections, control cost, manage revenue, and provide insightful variance analysis and effective corrective action as needed.
• Coordinate and integrate services within the practice area and with other practice areas and departments.
• Monitor and evaluate the efficiency and effectiveness of service delivery methods and standards in the Contact Center and implement initiatives to improve and enhance performance and services.
• Demonstrated ability in creating and maintaining comprehensive documentation
• Proficiency in reporting, including metric reporting and variance analysis
• Experience in designing and executing training programs
• Familiarity with contact center operations and planning processes
• Understanding of policy development, including creating and implementing policies and procedures
• Knowledge of quality assurance practices in a contact center setting
• Experience in Human Resources (HR) administration, specifically within a contact center
• Familiarity with time management software, such as 'About Time'
• Knowledge of medical coverage policies within a contact center setting
• Understanding of revenue accounting within a contact center environment
• Experience with business optimization methods in a contact center setting
• Ability to analyze data to inform decision-making
• Familiarity with clinical trial operations is an advantage
• Excellent computer system skills, including the use of specialized contact center software
• Experience with process improvement in a contact center setting
• Ability to communicate effectively with C-suite executives.