Operator Services Center Manager

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

• Possess high level of influence and build relationships with key stakeholders and Bargaining Unit members

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

Why Stanford is for You

Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.

• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.

• A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.

• Discovery and fun. Stroll through historic sculptures, trails, and museums.

• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

How to Apply

We invite you to apply for this position by clicking on the “Apply for Job” button. To be considered, please submit your résumé and a cover letter along with your online application.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

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 his or her job.

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.