Assistant Manager Contact Center

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for an Assistant Contact Center Manager at our Valencia, CA corporate office to oversee and manage all personnel, operations, and activities involving Contact Center staff.

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JOB RESPONSIBILITIES:*

• Assist with development of departmental policies and procedures.
• Assist with development of short and long term goals for Contact Center Sales Department.
• Monitor departmental training of employees and supervisors.
• Manage and coordinate implementation of customer service systems.
• Work with Quality Assurance Specialist to ensure that program goals and quality service are being achieved.
• Conduct studies and submit recommendations for improving contact center operations.
• Participate in managing Contact Center departmental budget.
• Oversee coordination of training for Contact Center sales agents, team leads, and supervisors on new products, procedures and services.
• Provides post-event reports, analysis, and regular status reports of contact center operations.
• Identify operational issues and duties that benefit sales and productivity.
• Create and analyze “Month End Reports” for effectiveness in generating additional sales. Calculate incentives to be paid to staff.
• Analyze ACD Reports daily, weekly, and monthly Call Activity Reports.
• Manage dialer activity and coverage to assure high contact levels.
• Analyze customer resolution forms to determine trends and agent training needs.
• Oversee the preparation and delivery of performance reviews by the supervisors.
• Interview, select, ensure orientation, training, and when necessary, discipline and/or discharge of personnel.
• Monitor GFI mail archiver monthly to ensure staff is using email in the proper manner.
• Manage eTime review and approvals.
• Miscellaneous projects as assigned by manager.

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QUALIFICATIONS:*

• 2 years management experience, preferably in customer service/call center environment.
• 5 years experience in a customer service/call center environment.
• Strong organizational, communication, and leadership skills.
• Proficient in Microsoft Word and Microsoft Excel.
• BA/BS degree in Business Administration, Management, or related discipline preferred.

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SALARY & BENEFITS:*

• Base salary of $52-$93k; typical starting pay $52-70k.
• Medical, Dental, and Vision (available first day)
• 401(k) with Company Match
• Sick and Vacation Days
• Flexible Spending Account
• Life & Disability Insurance
• Education Assistance

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.

Pay: $52,000.00 - $93,000.00 per year