Client Services Manager - Cancer Center - 141628

Kick It California (KIC) provides free services to help people quit tobacco/nicotine in California. The Asian Smokers' Quitline (ASQ) provides these services to Chinese, Korean, and Vietnamese speakers across the U.S. Both KIC and ASQ are 100% grant-funded programs operated out of UC San Diego Health. The programs started from a randomized control trial in 1992 that proved people could effectively quit smoking when given a brief intervention over the phone. Since then, the services have grown to text, chat, mobile app, and web tools and to a broader range of tobacco and nicotine products, as well as marijuana.

The Client Services Manager will join a team of product, clinical, marketing and IT staff who are auditing our current systems and workflows to make them more effective for the client and more efficient given limited budgets. The Client Services Manager will utilize their strongexperience in call center management to maintain daily operations, while participating in short- and long-term strategic planning.

The Client Services Manager oversees the people and systems that run the organization's contact center, which handles about 180,000 client records annually.

* People: oversees health education supervisors who manage 40-60 part-time agents that deliver evidence-based health education protocols via multiple communication channels, including phone, chat, and text. The Client Services Manager is an encouraging and supportive leader of people, managing through positive motivation, clear goal-setting, and dependable subject matter expertise.

* Systems: oversees contact center staff utilization of the client management, telephony, and reporting systems that are used to deliver, document, and monitor services. The Client Services Manager is comfortable with technology and eager to learn and adopt new tools, such as AI, to make improvements to existing workflows and business processes.

The Client Services Manager's primary goal is to ensure the contact center is productive and efficient in reaching, enrolling, and serving clients while meeting contractual obligations to funding agencies. Under the general direction of the Program Director, the Client Services Manager establishes short- and long-term goals for resource allocation and independently develops and executes a workforce management, productivity and cost tracking plan.

The Client Services Manager works closely with cross-functional teams, including: the Clinical Director to ensure staff maintain clinically sound approaches to behavior-change education and follow applicable federal, state, and university health, welfare, and data security/privacy policies; Operations Manager to ensure service delivery is efficient and productive, troubleshooting workflow and system bugs and developing cost-effective solutions; Program Director to ensure contact center is responsive to large-scale media campaigns and that agent communications are in keeping with organizational goals and branding.

KIC is embarking on a large-scale system redesign. The Client Services Manager will play a key role in translating the contact center's business requirements to systems architects and will lead change management within the contact center for the new system implementation.

• Nine years of related experience, education/training, OR a Bachelor's degree in related area plus five years of related experience/training.

• Strong knowledge associated with the design and delivery of health promotion and education programs. Strong knowledge of contact center operations, including workforce management, staffing models, and multi-channel service delivery (phone, chat, text).

• Demonstrated leadership skills in training and guiding employees on educational techniques. Motivates and inspires staff to improve the health education services. Skill in managing through supervisors - setting direction, delegating authority, and holding a supervisory layer accountable for the performance of frontline staff.

• Ability to provide decisive direction when guiding supervisors and agents. Maintains patience and service-minded attitude while handling complaints and crisis calls. Takes a proactive approach to resolving difficult situations.

• Strong knowledge of health education, technical education, and / or training and development programs. Strong knowledge of tobacco cessation health education/behavior-change program delivery, and ability to ensure operational practices align with clinically sound, evidence-based protocols.

• Demonstrated ability to prioritize effectively to meet deadlines in a complex, challenging environment. Ability to organize assigned staff and unit operations in an efficient and effective manner. Comfort and proficiency with modern CRM and telephony systems, including the ability to configure and adjust client communication workflows, and to manage supervisor/agent system access, scheduling, and workload distribution.

• Effective skills to conduct needs assessment and program delivery. Ability to define, track, and act on contact center performance metrics (e.g., productivity, service levels, enrollment/reach rates) to meet contractual obligations to funding agencies.

• Effective communication skills with peers, learners, faculty, and other health education program coordinators / managers. Strong interpersonal skills and ability to work collaboratively across functions, particularly with Clinical, Operations, and Communications teams to maintain clinically-sound and appropriate service delivery.

• Skills to evaluate issues and identify solutions within defined procedures and policies. Demonstrated ability to solve problems and suggest solutions through critical thinking processes. Knowledge of applicable federal, state, and university health, welfare, and data security/privacy policies (e.g., HIPAA) as they apply to contact center operations.

• Knowledge of staff FTE planning, cost tracking, and resource allocation across a large part-time workforce.

• Strong skills in decision-making, analysis, critical thinking, and project management, with the ability to independently develop and execute plans to meet short- and long-term goals.

• Strong presentation, written, and verbal communication skills, including the ability to report on operational performance to program leadership and funders.

• Comfortable with constant change. Does not get discouraged by ambiguity and shifting priorities.

• Ten years call center/contact center experience with demonstrated increasing levels of leadership/responsibility during that time.

• At least five years of experience utilizing client management systems/CRMs and telephony systems.

• Employment is subject to a criminal background check

• Must be able to work various hours and locations based on business needs. Requires shift flexibility including some nights, weekends, and holidays, and to cover staff absences.