Supervisor, Call Center

Summary

Position Summary
This position supervises and coordinates the daily operations for the Call Center staff. This includes service levels, staffing, appointment process, reports, complaints, employee performance, personnel issues and training. Accountable for creating a culture of compliance, ethics and integrity. Responsible for all aspects of problem resolution. Maintains knowledge of and assures departmental compliance with quality and call standards.    

Essential Duties

1. Manages and develops an effective staff: providing effective communication, leadership, guidance and resources. Determines staff qualifications and competency:  recruits, interviews, selects, hires, trains, orients, mentors, evaluates, coaches, counsels, disciplines, and rewards.  Establishes and monitors staff safety and regulatory compliance.
2. Develops and supervises the orientation program for new Call Center employees.
3. Develops, arranges, implements staff’s schedules for maximum efficient and effective coverage and serves as a backup for coverage. 
4. Oversees all aspects of workforce management including, but not limited to, schedule adherence, tardiness, and attendance. Assesses peak call arrivals intervals and adjusts staffing as necessary.
5. Analyzes, communicates, assesses, and quantifies departmental performance and statistics.
6. Responsible for reporting at various levels including but not limited to daily, weekly, monthly, YTD, month-over-month, and ad hoc or other historical reporting as required.
7. Responsible for implementation, communication of, and adherence to department procedures and policies.
8. Monitors day to day quality and production goals: assists in managing the workload to the team; and coaches to the importance of availability, quality of performance, service levels and other department objectives and goals.
9. Guides staff in the resolution of patient complaints and problems.  Serves as resource for call escalation and resolution.

Other Duties

1. None

Competencies

1. Accountability:  Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
2. Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
3. Business Acumen: Using economic, financial, market, and industry data to understand and improve business results; using one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and tactics.
4. Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
5. Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
6. Managing Conflict: Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. Addresses conflicts by focusing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when needed.
7. Talent Management for Leaders: Clearly establishes and communicates expectations and accountabilities; monitors and evaluates performance; provides effective feedback and coaching; identifies development needs and helps employees address them to achieve optimal performance. 

Supervisory or Managerial Responsibility
Manages 1-20 employees.

Travel
None

Core Values

1. Be available to work as scheduled and report to work on time.
2. Be willing to accept supervision and work well with others.
3. Be well groomed, appropriately for your role and wear ID Badge visibly.
4. Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
5. Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
6. Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures. 
7. Wears appropriate PPE as outlined by the infection control policies and procedures.
8. Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

1. Education: High school graduate or equivalent required. Bachelor's degree, in Administration, Healthcare, or related field preferred.
2. Work Experience: A minimum of two (2) years of recent and related experience leading the work of others required.  Experience in scheduling and daily operations of a healthcare clinic or hospital setting preferred.
3. Special Training, Certification or Licensure: None

Salary Range: $47,959 - $62,934

Benefits
At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset.
With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Medical Plans, Dental Plans and Vision Insurance
• Retirement Plan
• FSA and HSA
• Short and Long Term Disability
• Life Insurance and AD&D
• Voluntary Benefits, like Accident Insurance, Critical Care and Hospital Indemnity
• Sick and Vacation Paid Time Off
• Wellness Program
• Legal Plan