Contact Center Manager
Under the general direction of the Contact Center Director, the Contact Center Manager will oversee the centralized phone tree model including the screening and routing of calls to New Patient Services, Scheduling, Triage Nursing, Physician Offices and the Operators. Manages the day-to-day operations of the PBX operators and ensure a high level of customer satisfaction. Acts as the primary user liaison for the organization’s Avaya phone system. Independently exercises discretionary powers to solve operational problems by using continuously improvement processes.
Key Responsibilities include:
Personnel Management: Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Customer Service: Ensure a high level of customer service by conducting weekly quality monitoring of calls; motivating and encourage agents through positive feedback; taking difficult calls when an agent needs assistance; working to resolve patient and provider complaints; establish regular meetings with providers and other departments to review call center performance.
Operational Management: Meets contact center financial objectives by estimating requirements; preparing annual budget; managing expenditures; analyzing variances; initiating corrective actions. Continuously assess and streamline processes, establishing and implementing standard work, maintaining performance boards, monitoring metrics, coordinating meetings and facilitating workgroups. Prepares performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Special Projects: Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems.
- Bachelor’s Degree.
- At least 5 years call or contact center experience as a manager.
- One year work experience scheduling and taking complex scheduling calls with a cancer center.
About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 4000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s 20 leading cancer centers that develops and institutes standards of care for cancer treatment.
City of Hope strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. City of Hope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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