Support Center Manager

support center, call center, manager, lead
Full Time
$100,000 - $115,000
Work from home available

Job Description

Job Description:

The Manager, Campus Operators and Physician Advice and Referral Service:

  • Manages the daily operations, performance, and problem resolution for Campus Operator/Physician Advice and Referral Contact Center staff.
  • Develops and manages budgets and justifications.
  • Manages the design, documentation and creation of standard operating procedures and processes for staff and technologies used.
  • Calls received to this group include general population/customer requests, internal requests for paging, on-call assignments, code calls (emergent communications), emergency notifications, as well as a VIP level concierge service to outside physicians.
  • This unit has an immediate and direct impact on emergency communications and day-to-day business communications of staff, business partners and the general public.

Required Qualifications:

  • Bachelor’s degree in a computer-related field or equivalent experience, and 3 years of related direct management or leadership role.
  • Significant organizational and management skills, specifically within a large organization.
  • IT project/Program management experience.
  • Experience in complex technology environment, including hands-on experience in direct customer support.
  • Minimum five years in a contact center environment, understanding Voice, Paging, and contact center services.
  • Minimum three years managing in a healthcare environment.
  • Basic knowledge of networking, telephony, and Unified Communication systems.
  • Experience creating and managing budgets, as well as preparing financial reports.

Preferred Qualifications:

  • Experience in a Union environment.
  • Experience in a health care setting, understanding user communities’ needs and requirements.
  • Experience overseeing IT staff.
  • Experience in a 24/7 contact center.
  • Project management skills as either a manager or a team member.


Position Id : 7026761
Originally Posted : 4 months ago
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