*Call Center Manager
Community Memorial Health System

Job Info

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Overview

Community Memorial Health System is a community-owned, not-for-profit organization that consists of two hospitals and 15+ community clinics including family-practice, urgent care, our residency program, and several specialties within Ventura County. We are fully accredited by Det Norske Veritas (DNV), licensed by the California Department of Public Health and ISO 9001:2015 certified.

Located close to the beach, just 60 miles north of Los Angeles, is Community Memorial Hospital. Our 242-bed, acute care facility, is committed to providing quality patient care in an environment that promotes clinical excellence and innovative leadership.

Ojai Valley Community Hospital, an affiliate of Community Memorial Hospital is a 25-bed general acute care facility designated as a Critical Access Hospital with a distinct part 66 bed skilled nursing facility. OVCH provides inpatient, outpatient, and skilled nursing services for mostly primary and secondary care needs. In addition, we operate a 24-hour standby emergency department.

CMHS offers some of the best benefits in the industry, along with great career choices, training, and leadership development. At our facility, our employees share their enthusiasm for life as well as for helping others. As you balance your work life with your other passions, we're there for you every step of the way.

CMHS offers excellent benefits, such as Medical, Dental, Vision, Life, and AD&D insurance. We also offer a comprehensive 403(b) retirement plan, flexible spending accounts, paid time off, and a variety of other great benefits.

If you are interested in joining teams that meld quality care and compassion to create an environment of excellence, please take a moment to discover more about what it's like to work at Community Memorial Health System.

"We are an AA/EEO/Veterans/Disabled Employer"

Responsibilities

Position Overview:

This position is a key contributor in building a world-class service organization. The incumbent will manage the systems, resources and staff responsible for producing, executing and monitoring effective contact center infrastructure, reporting processes, forecasts, staff schedules and work-flow analysis to ensure achievement of operating objectives, in a multi-site/skill-based contact center environment. The incumbent will also develop, implement and manage Quality Assurance activities, manage quality auditing staff, monitor call quality; assist Scheduling Department supervisors in coaching and maintaining department standards and production goals. Conducts evaluation of business requirements and consult with Information Technology to recommend appropriate call handling and communications solutions that align with technology infrastructure and budgetary guidelines Works closely with Voice Services/IT, Business Office, Operations and Clinic management on the implementation of new projects including operational readiness, change preparation, change execution and post-change QA validation.

Qualifications

Required:

• Bachelor's Degree in Business, Healthcare or related discipline
• Minimum of three (3) years' experience in Contact Center or Business Process Outsourcing industry operations (administering workforce management platforms such as IEX, TCS, eWFM, QM, Genesys)
• Minimum of three (3) years' experience in Staff Development/QA/Data Analytics
• Experience in implementing policies and procedures in a contact center in accordance with industry best practices/standards
• Ability to assess operations statistics and to develop staffing and scheduling strategies that improves contact center service delivery
• Experience with reporting and analysis of multi-channel support strategies within the contact center (chat, email, paper, fax, web-based, etc.)
• Proficient with MS Office, including Word, Excel, Outlook and Internet

Preferred:

• Training/Certifications in Contact Center operations/technologies
• Bilingual in Spanish

This job has expired.