Operator Services Center Manager

🔍 Business Affairs, Stanford, California, United States

📁: Information Technology Services

📅   : Oct 29, 2018 Post Date

📅   : 80989 Requisition #

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QUALIFICATIONS

The ideal candidate will have a passion for a fast pace, 24/7/365 call center operations and metrics, coupled with a high standard for customer service. H/she will lead by example, demonstrating professionalism, accountability, positive outlook, solution focus, and a drive to ask “why?”. The candidate will be resourceful, work well in a collaborative environment, and enjoy their work.

Calm and helpful resolution of client escalations
Skilled presenter, able to deliver messaging as well as lead conversations and working sessions
Exceptional prioritization, organizational and problem-solving skills with keen attention to detail, while maintaining flexibility with ever-changing deadlines and priorities
Strong written and verbal communication skills to explain critical processes and procedures
Excellent multi-tasking and organizational skills to effectively manage a diverse service center
Strong documentation skills, noting dates, times, and narratives
Ability to work independently with minimal supervision

REQUIREMENTS

Four-year college degree or equivalent work experience
Minimum of five (5) years of direct management experience
Four (4) or more years working in a fast paced 24/7/365 call center environment
Supervisory experience of a non-exempt bargaining unit staff is strongly preferred
Familiarity with the Healthcare industry, including critical code communications and HIPAA laws and regulations
Previous project management responsibilities, preferably in correlation with a telecom system migration or upgrade
Demonstrated ability with the call center platform (Avaya and Cisco) and reporting; any experience with paging or AMCOM would be exceptional
Power-user level skills in Excel, Word and Google Drive
“Roll-up-your-sleeves” work ethic that drives you to be engaged and solution oriented
Consistently meets deadlines

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford welcomes applications from all who would bring additional dimensions to the University’s research, teaching and clinical missions.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

Additional Information