As a member of our dynamic leadership team, it is expected to possess strong leadership abilities, bring curiosity and insight to aid in process and system tools development to guide scalable growth for all team members. The CS Assistant Manager will meaningfully manage the communication bridge between our PAC and Field departments, allowing us to scale upwards in our growing company.
RESPONSIBILITIES
- Consult Specialist Leadership:
- Oversee the Consult Specialist team in its entirety, which includes 25+ agents, 2 supervisors, 1 lead, and 3 Schedule Administrators.
- Those who will report directly to the CS Assistant Manager will be the Supervisors, Lead, and Schedule Administrators.
- Schedule Administrators handle the calendar management of Field operations, PAC communications, and miscellaneous admin projects.
- Leading the team includes setting high standards for patient interactions and fostering a culture of continuous improvement. Facilitate continued team calibration and alignment sessions within the Leadership of the team, as well as other PAC departments. Maintain and enhance current protocols, manage reporting, and be the voice of the CS team to drive maximum PAC performance and company-wide success.
- Operational Excellence:
- Support daily operations to enhance PAC efficiency. Collaborate with Management, CS Leadership, and Schedule Admins on evaluating and implementing tools and processes. Assist in forecasting/staffing needs and workforce management.
- People Development:
- Prioritize people development, focusing on coaching, mentoring, and preparing team members for future growth. This includes ensuring QA efficiency, identifying potential leaders, and providing developmental stretch opportunities.
- Strategic Workload Management:
- Demonstrate a strong ability to prioritize tasks, delegate non-critical activities effectively, and manage time efficiently to focus on strategic goals and operational excellence.
- Project Management:
- Collaborate cross-functionally to execute projects aligned with organization objectives, applying best practices and methods to ensure successful outcomes.
- Stakeholder Engagement:
- Work closely with Technology, Engineering, Field, and other teams, acting as a bridge to ensure seamless implementation of new tools and initiatives. Assist in the preparation and presentation of progress to executive leadership.
- Analysis:
- Utilize data analysis to assist in identifying trends, performance metrics, and areas for improvement. Partner with the Data Science team on developing new or improved analytics reporting for the team.
- Recruiting:
- Assist with reviewing and interviewing new candidates for hire and promotion.
- PAC development:
- Actively participate in the planning, rollout, and execution of new PAC and Sono Bello initiatives
- Act as a subject matter expert; answering questions, assigning tasks, following up and giving instructions as needed to facilitate role objectives and goals.
- Other duties as assigned.
In alignment with our company culture, the ideal candidate must exhibit the following traits:
- Striving for the best patient satisfaction and experience to permit us to grow.
- Agility to respond and adjust accordingly to the changing needs as we grow.
- Accountable and takes responsibility for both successes and improvement opportunities to build personal confidence and growth.
- Treats others with respect and dignity to align with company culture and facilitate growth.
- Displays sound judgement with procedure focus to allow us to grow
REQUIRED EDUCATION AND EXPERIENCE
- Bachelor’s degree or commensurate experience in lieu of degree.
- Two or more years of leadership experience in a contact center sales environment.
- Possess a deep technical understanding of contact center technologies.
- Familiarity with inContact ACD system or another SaaS equivalent.
- Develop quantitative and qualitative performance measures and apply these measures when reviewing the workforce.
- Proficient in reading, writing, and speaking the English language.
- Strong computer/systems skills. Ability to utilize standard software applications which include MS Office suite. Have the ability to learn and successfully utilize computer operating systems, knowledge of telephone equipment, dual monitor usage, and relevant computer programs.
- Must have strong multitasking and typing skills with a high level of accuracy.
- Knowledge of commonly used concepts, practices, and procedures within the contact center field.
REQUIRED SKILLS AND ABILITIES
- Adaptability: Ability to adjust effectively to work within new work structures, processes, and requirements; ability to remain flexible to meet changing and occasionally opposing demands.
- Analytical Thinking: Ability to identify issues, to obtain relevant information, relate and compare data from different sources, and identify alternative solutions.
- Attention to Detail: Ability to accomplish tasks accurately and completely.
- Communication: Ability to convey information orally to individuals or groups to ensure that they understand the message; ability to deliver presentations suited to the characteristics and needs of the audience.
- Facilitation: Ability to use appropriate interaction skills and methods to guide individuals or groups to accomplish objectives.
- Initiative: Ability to take action to achieve goals beyond what is required; ability to be proactive.
- Interpersonal Skills: Ability to develop and maintain effective relationships with others to encourage and support communication and teamwork.
- Monitoring Expertise: The ability to demonstrate depth of knowledge and skill in methods and tools used for contact monitors.
- Planning and Organizing Work: Ability to develop plans to accomplish tasks and objectives; ability to accomplish work using resources efficiently; ability to follow instructions through a standard work process; ability to monitor or regulate those procedures, tasks, or activities.
- Research: Ability to review and study relevant information from various sources to develop actionable information.
SUPERVISORY RESPONSIBILITIES
Plan and organize team workload and responsibilities on recurring weekly basis. Set team direction on monthly task list and project initiatives for contact center improvement. Lead team presentation to executive staff on CS initiatives.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals, and technical journals. Ability to write reports and correspondence. Ability to effectively present information and respond to questions from groups of customers or employees of the organization.
ANALYTIC SKILLS
Intermediate to expert level usage of MS Excel. Advance usage/familiarity with Zenoti reporting and inContact dashboard.
PRESENTATION SKILLS
Intermediate level usage of MS PowerPoint. Ability to present to front line team members, management, and executive level staff.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires using computer while communicating with internal and external customers and vendors via Zoom, Teams, or similar applications. While performing the duties of this job, the team member is regularly required to use hands or fingers to handle or feel; and talk or hear. Specific vision abilities required by this job include close vision. Team member will sit for several hours each day but will also need mobility to move for periods of time. Team member may need to lift up to 10 pounds on occasion. May require working under stressful conditions due to deadlines and time constraints.
WORK ENVIRONMENT
The standard environment of this role is remote, work from home. When in office occasionally, the noise level in the work environment is usually moderate as compared to a private office with light traffic and computer printers.
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