Assistant Manager, Contact Center

Sibley Heart Center Cardiology is comprised of more than 50 pediatric cardiologists providing comprehensive services for patients from before birth to age 21 who have acquired or congenital heart disease. The Assistant Manager, Contact Center provides management to the department staff to ensure a high-quality service experience to Sibley patient families, referring physician offices and other external callers.

Minimum Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• Minimum 5 years supervisory experience in a call center environment required.
• Minimum 2-3 years of experience in healthcare call center or ACD environment required.
• Data analysis capabilities including reporting and metrics.
• Strong oral and written communication skills required.
• Proficient in Microsoft Office Suite.
• Demonstrated excellent customer service skills and experience required.

Essential Job Duties and Responsibilities

• Supervise daily activities of department staff ensuring appropriate staffing levels and coverage; provide leadership, mentoring and customer issue resolution; act as back-up to the Contact Center Manager.
• Perform daily call monitoring; identify recurring problems and service opportunities; provide coaching and feedback to Intake Coordinators.
• Assist with timecard processing, including approving work schedules and PTO requests.
• Initiate updates to the design of call monitoring formats and quality standards.
• Plan and manage team activities, including one-on-one coaching, knowledge reinforcement and training sessions.
• Coordinate monthly quality assurance self-evaluations, including peer reviews.
• Use quality monitoring data to compile quarterly scorecards and track performance.
• Train and communicate new scheduling policies, processes and protocols.
• Responsible for training and onboarding of all new hires to ensure consistent quality and customer service.
• Manage daily, weekly and monthly department reports.
• Oversee performance evaluations and corrective action documentation.
• Assist with development of departmental strategies and goals.
• Assist with annual budget and demonstrate ability to work within departmental budget.
• Perform other projects and duties as assigned.

Performance Expectations

• Performance consistently meets expectations as defined in the Performance Appraisal.
• Strong attention to detail, organizational skills and follow-through discipline required.
• Provide exceptional customer service and handle customer complaints with tact and diplomacy; demeanor must be knowledgeable, pleasant, polite and helpful during every call.
• Maintain professional competence and skills necessary to effectively perform essential job duties.
• Adapt well to changes in workload and work locations.
• Follow all company and departmental policies and procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Healthcare call center: 2 years (Preferred)
• Customer service: 1 year (Preferred)
• Microsoft Office: 1 year (Preferred)
• Supervisory: 5 years (Preferred)

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible