Contact Center Assistant Manager

• 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

• Proven experience in a contact center environment with a strong focus on customer service
• 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

Familiarity with clinical trial operations

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan