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Contact Center Manager

Kaiser Permanente

Corona, CA

Full-Time

Contact Center Manager

Kaiser Permanente

Corona, CA

Full-Time

May 08, 2025

Healthcare Services

Job Description

Job Summary:
Provides customer service representation by implementing policies and procedures within a contact center to ensure team members can consistently support customers with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality and managing the tracking and resolution of a wide range of complex issues reported by customers across segments within a contact center. Contributes to the development of contact center operational insights by reviewing and providing recommendations on the analyses of operational data, including communication volume and patterns, staff productivity, attrition rates, and resource allocation, within a contact center, reviewing and integrating recommendations for improving operational efficiency, within a contact center, and presenting complex operational reports, trend analyses, budgetary impacts, and other analytical outputs to leadership. Contributes to contact center service quality by calibrating communications with supervisors to ensure teams are consistent in evaluative standards, monitoring randomly sampled, flagged, or highly escalated communications for service quality concerns and metrics-related improvements within a contact center, and guiding remediation efforts in response to quality concerns. Enables high performance contact center operations by overseeing implementation of and establishing standards for updated guidelines and updating policies for a contact center and providing appropriate time and oversight for improvement efforts to process efficiency and technology usage.

Essential Responsibilities:

Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.

Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.

Supports contact center services by: implementing policies and procedures within a contact center to ensure team members are able to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and managing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors), across teams.

Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and performance and operations metrics to support the development and improvement of standards, guidelines, and/or policies and disseminating updates across teams; and providing appropriate time and oversight for operational performance data, reports, and recommendations aimed at increasing operational performance and/or technology usage.

Contributes to the development of contact center operational insights by: reviewing and providing recommendations on the analyses of contact center operational data, across teams; reviewing and integrating recommendations for improving operational efficiency, across teams; and reviewing and presenting complex operational reports, trend analyses, and other analytical outputs of a contact center to leadership as well as reviewing and making recommendations to budgetary impacts (e.g., payroll, overtime, hiring).

Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of complex quality data and trends and partnering with leadership to improve quality; and guiding remediation efforts in response to quality concerns and communicating recommendations for mitigation to leadership.

Minimum Qualifications:

Minimum three (3) years of experience in a leadership role with or without direct reports.

Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum six (6) years of customer service or a directly related field OR Minimum seven (7) years of experience in customer service or a directly related field.

Additional Requirements:

Knowledge, Skills, and Abilities (KSAs): Reputational Management; Reporting Tools; Trend Analysis; Prioritization; Acts with Compassion; Union Partnerships; Relationship Building; Mentoring and Coaching; Calendar Management; Managing Complexity; Time Management; Work Process Design; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Incident Escalation

Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.

Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.

Supports contact center services by: implementing policies and procedures within a contact center to ensure team members are able to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and managing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors), across teams.

Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and performance and operations metrics to support the development and improvement of standards, guidelines, and/or policies and disseminating updates across teams; and providing appropriate time and oversight for operational performance data, reports, and recommendations aimed at increasing operational performance and/or technology usage.

Contributes to the development of contact center operational insights by: reviewing and providing recommendations on the analyses of contact center operational data, across teams; reviewing and integrating recommendations for improving operational efficiency, across teams; and reviewing and presenting complex operational reports, trend analyses, and other analytical outputs of a contact center to leadership as well as reviewing and making recommendations to budgetary impacts (e.g., payroll, overtime, hiring).

Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of complex quality data and trends and partnering with leadership to improve quality; and guiding remediation efforts in response to quality concerns and communicating recommendations for mitigation to leadership.

Minimum Qualifications:

Minimum three (3) years of experience in a leadership role with or without direct reports.

Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum six (6) years of customer service or a directly related field OR Minimum seven (7) years of experience in customer service or a directly related field.

Additional Requirements:

Knowledge, Skills, and Abilities (KSAs): Reputational Management; Reporting Tools; Trend Analysis; Prioritization; Acts with Compassion; Union Partnerships; Relationship Building; Mentoring and Coaching; Calendar Management; Managing Complexity; Time Management; Work Process Design; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Incident Escalation

About Kaiser Permanente

At Kaiser Permanente, we’re all focused on helping people and providing high-quality, affordable health care services and to improve the health of our members and the communities we serve. Across our organization, we’re fiercely committed to our members, our mission, our communities, and each other. We know that each part of the Kaiser Permanente team is essential to our success. Together, we are more than 235,000 dedicated professionals working to advance Kaiser Permanente’s commitment to delivering a healthier tomorrow.

Driven by our collective passion at Kaiser Permanente, we strive to make health care more innovative and compassionate. With the wellness of our patients and our communities at heart, we work to revolutionize health and care from more than 650 locations in 8 states and D.C.

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Contact Center Manager

Kaiser Permanente

Corona, CA

May 8, 2025

Full-time

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