UCSD Layoff from Career Appointment: Apply by 12/14/2020 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 12/23/2020. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Responsible for providing a full range of customer services. Develops processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved. Responds to customer inquiries and/or problems. Researches and resolves questions and problems, maintains records and communicates resolution and/or status. Plans, supervises, coordinates and directs the day to day operations of the contact center. The Manager is responsible for ensuring the delivery of outstanding customer service, resolving issues, and providing accurate information to customers.
The Manager is responsible for participating in the recommendation, development and implementation of short and long term quality service strategies that improve customer satisfaction. The Manager is responsible for proactively identifying and resolving service barriers and working with partnering departments as needed to do so. Additionally, the Manager is responsible for collecting and analyzing the necessary data to ensure customer service and productivity standards are achieved.
A Bachelor's Degree in business, healthcare administration or related area; and/or equivalent combination of experience/training.
Five (5+) or more years of relevant experience in supervising and/or managing an healthcare clinic or healthcare contact center that involves scheduling patients and/or processing referrals.
Solid knowledge of healthcare call centers. Solid knowledge of common call center technologies.
Strong leadership experience in a mid to large healthcare call center.
Demonstrated skills in employee supervision.
Solid interpersonal skills to effectively motivate others.
Excellent communication skills to include verbal and written, active listening, critical thinking, and persuasiveness.
Proven organizational and customer service skills to effectively manage multiple priorities.
Effective skills to quickly evaluate complex issues and identify resolution(s).
Five (5+) plus years experience with contact center technology (ACD/WFM/QA/AI).
Master's Degree or professional development or certifications such as lean six sigma, etc.
Must be able to work various hours and locations based on business needs.
Employment is subject to a criminal background check and pre-employment physical.
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.