Contact Center Operations Manager Role
6 days ago
We are seeking a highly skilled Contact Center Operations Manager to join our team at APLA Health. This is an exciting opportunity for a seasoned professional to lead our contact center and play a key role in delivering exceptional customer service to our patients.
Job DescriptionThe Contact Center Operations Manager will be responsible for the daily operations of our contact center, including supervising a team of contact center specialists. Key responsibilities will include:
- Hiring and Training: Hire, onboard, and train contact center personnel to ensure they have the skills and knowledge needed to provide exceptional customer service.
- Operations Management: Plan, organize, implement, and monitor contact center operations, including customer service, appointment scheduling, and communication with patients, external agencies, and other staff.
- Staff Management: Coach contact center staff through challenging customer service issues, manage staff by assigning and delegating tasks, and monitor, coach, and discipline under-performing staff as needed.
- Reporting and Analysis: Analyze contact center data, prepare reports for clinic/upper management, and evaluate staff effectiveness through regular check-ins and performance evaluations.
- Leadership: Lead team meetings, give presentations to clinic management as requested, and develop and implement operational goals using statistical data to determine workload, productivity, and effectiveness of the contact center team.
To be successful in this role, you will need:
- Education: A bachelor's degree in communications, business management, or a related field is strongly preferred.
- Experience: At least four years of experience working in customer service and/or personnel management, with a minimum of four years of experience in a management or supervisory role in a Call/Contact Center.
- Skills: Strong leadership and communication skills, with the ability to stay calm in stressful situations, and experience working in a Federally Qualified Health Center is preferred.
As a Contact Center Operations Manager at APLA Health, you will enjoy a competitive salary of $62,000 - $75,000 per year, depending on experience, plus a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
Working ConditionsThis is a primarily office-based position that requires occasional bending, reaching, stooping, lifting, and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper.
A valid California driver's license, proof of auto liability insurance, and the use of a personal vehicle for work-related purposes are required. COVID vaccination and booster, or medical/religious exemption, are also required.
APLA Health is an equal opportunity employer and welcomes applicants from diverse backgrounds. We are committed to creating a workplace that is inclusive, respectful, and supportive of all employees.
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