Assistant Contact Center Manager
Core
Primary liaison between clients and contact center, providing supervision and daily operations support for ambulatory clinics and frontline agents.
Role type
Assistant Contact Center Manager
Builds
Ambulatory clinics, contact center clients, and non-clinic appointment scheduling services
Domain
Healthcare operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact center operations management, staff recruitment and selection, performance evaluation, data analysis and reporting, scheduling coordination, process improvement, customer complaint resolution, strategic planning, industry trend analysis
Preferred skills
Healthcare setting experience, Active Daily Management (ADM) knowledge, budget and finance terminology, telephony and CISCO UCCE system knowledge
Technologies
Telephony systems, CISCO UCCE, computer systems and software used in functional area
Responsibilities
Oversee daily operations and ensure adherence to policies, assist in recruitment and selection of new staff, conduct performance evaluations and provide feedback, monitor and analyze contact center metrics, maintain accurate records of activities and interactions, coordinate staff schedules, research and implement new processes, investigate escalated customer inquiries, participate in clinic and hospital projects, contribute to contact center strategies, stay updated on industry trends and best practices
Seniority
Mid-level, hands-on IC
