• Job Description

  Req#: 406E0B76CA
  As an assistant manager for our Patient Ambassador Center (PAC), you will play a vital role in assisting with the day-to-day operations of Sono Bello's internal contact center. Your primary responsibility will be to oversee a team of Supervisors and ensure that key performance indicators (KPIs) related to appointment schedule rate, operational efficiency, and quality are met and exceeded. Additionally, you will be responsible for the success, development, and coaching of your assigned teams. During high volume times, you may be required to perform the duties of a Patient Ambassador Supervisor or a Patient Ambassador, which includes handling patient inquiries and scheduling qualified patients for consultations with our local centers.
  
  The ideal candidate has previous contact center management experience, excellent verbal and written communication skills, and the ability to lead and motivate others effectively. You must be organized, reliable, results-oriented, and dedicated to consistently achieving excellent performance from your team to drive sustainable business success. As a growth organization, the PAC is constantly evolving, and you will be challenged to innovate in a dynamic environment and multitask projects of varying priorities.
  
  Requirements
  
  • High school diploma or equivalent.
  • Minimum of 3 years of experience in a management position inside a customer service/sales organization with a quota or objective.
  • Ability to effectively manage large, geographically diverse, and remote teams through effective time management.
  • Proficient in delivering performance management to supervisors and frontline team members, including grading performance based on key metrics and holding Team Members accountable to set objectives.
  • Tech-savvy with knowledge of telephone equipment, dual monitor usage, and relevant computer programs.
  • Proficient in reading, writing, and speaking the English language.
  • Strong reasoning ability and problem-solving skills in situations involving human variables.
  • Working knowledge of MS Office (strong focus on Excel/Sheets) and the ability to learn computer operating systems.
  • Proficiency with contact center & sales metrics, comfortable identifying trends, and using data to make recommendations.
  • Familiarity with performance evaluation procedures.
  • Ability to maintain professionalism and objectivity while handling potentially difficult conversations, including managing employee issues/conflicts, conducting disciplinary actions, and implementing improvement plans.
  • Outstanding written and verbal communication and negotiation abilities.
  • Results-oriented with excellent organizational and leadership skills.
  • Ability to present regular written and verbal reports to management on individual and team performance.
  • Must be comfortable and confident engaging with team members at all levels, from entry level new hires to C-level executives.
  • Ability to work well under pressure.
  
  
  Work Environment - Remote Requirements
  
  A dedicated, quiet, and distraction-free home office or workspace is required for this position. Sono Bello is a HIPAA-compliant organization that requires an office space with a closed door (bedroom, office, etc) to maintain compliance. Additionally, a stable and high-speed internet connection (100mbs+) is required to ensure reliable communication and access to systems and tools. Punctuality and the ability to adhere to a set schedule are critical for remote work success.
  
  As a company policy, webcams are expected to be on for all team meetings to promote effective communication and collaboration among team members. As a remote team member, timely responses are expected during business hours.
  
  This is a fully remote position open to qualified candidates in WA and OK.
  
  Benefits
  
  Benefits package including Medical, Dental, Vision, Life Insurance, 401K, EAP, PTO, and paid holidays.

• About the company

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