Call Center Asst. Manager/ Manager(011139)

General statement of duties:
The CCC Assistant Manager/ Manager is responsible for managing all operational aspects within CCC to achieve excellent customer service quality, cost effectiveness, and delivery performance in line with organization strategy, goals and values.

The CCC AM/Manager plans and manages the operational activities of CCC. Ensure the efficient work processes through effective utilization of allocated resources. Provide support and direction to enhance performance, skills and knowledge of CCC staff within the practices.

Primary responsibilities: (This list may not include all of the duties assigned)
. Oversee efficient, effective and reliable operations of CCC.
. Responsible for staff recruitment - interview, selection, and supervision of staff in the Contact Center.
. Responsible for staff management, such as roster, individual performance appraisals and disciplinary issues, up to and including written warnings, in cooperation with human capital programs and alignment with staff policies.
. Responsible for staff development & training.
. ensure quality services in daily operations, responsible for customer satisfaction, and solve any problem involve CCC staff/work
. develop the right staffing model to meet customer demand
. Responsible for data bank management
. Responsible for on line platform information update for all staff
. Identify high potential staff and groom them to take on higher responsibilities.
. Ensure strong succession planning within the department.
. Lead in process design, quality assurance and continuous improvement initiatives.
. Engages teammates and provides leadership to serve as an effective change agent, maintain a healthy work environment, effective teamwork and promote innovation & excellent service delivery.
. Conduct communications at regular intervals throughout shifts via staff meetings/huddles to exchange information/ promote dialogue with teammates.
. Monitor monthly trending of appointment wait time and facilitate clinic workload leveling.
. Monitor and track drop call rates, talk time and Telephone Service Factor, individual staff productivity
. Monitor and track online chat first response time and chat volume
. Liaise with internal work group leaders, marketing sales, and digital team, service lines
. Actively identify HIS IT gaps/opportunities for improvement
. Perform other related duties incidental to the work described herein as may be assigned or delegated.

Qualifications:
. A college degree or equivalent education required
. 5 years experience in customer service, call center or internet related industry
. 5years experience in supervisory position
. Experience in healthcare setting is a plus

Knowledge and skills:
. Extremely interpersonal skills and leadership to form a positive and passionate team
. Proficient in MS Office computer skills,
. At least 5 years of supervisory work experience in a call center setting with proven record
. Experience in budgeting and P&L management.
. Proficiency in English and Chinese is essential.
. Good knowledge and experience with phone and on-line service
. Strong customer service mind set and skills.
. Strong operation experience and problem-solving skills to interact with patients, families, staffs, physicians, and co-workers.
. Knowledge of management concepts, and demonstrate commitment to the quality of care
. Ability to represent the department in various internal and external projects and initiatives.
. Able to organize and clearly communicate thoughts and ideas.
. Demonstrate knowledge and commitment to professional practice
. Motivate and lead a team to deliver a service-oriented care that exceeds other international medical providers in shanghai.
. Supervise managing of office supplies and maintenance of equipment and IT system.
. Instill UFH values in staffs and ensure these values are demonstrated during each patient interaction.
. Demonstrate leadership qualities
. Assist in the preparation of capital and operational budgets.
. Support departmental cost containment through management of labor costs and FTE's.
. Negotiates with vendors for best value for products / services / equipment
. Contribute to UFH's strategic growth strategy by sustaining positive department outcomes.
. Set future goals and objectives based on patient needs, and industry trends accurately scope out impact, length and difficulty of future strategies and clearly articulate strategic intent to gain support among management and employees.
. Clinical experience or knowledge of clinical practice/decision is preferred.