Contact Center Operations Manager (Assistant Director)

About NYC Health Hospitals

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The Contact Center Operations Manager position will directly support the Contact Center Senior Director of Operations in overseeing all contact center operations. The primary responsibility will be to provide leadership oversight and structure, establishing and implementing effective initiatives to enhance the patient experience resulting in patient satisfaction, retention and growth. As a successful Manager, you will focus on improving your team and contact center practices, effectively meeting, sustaining and exceeding departmental goals and metrics related to high quality patient experience and exceptional operational performance. You will also assist in establishing contact center objectives, provide agents with opportunities to expand their knowledge, analyze contact center data and focus on improving performance and processes in an effort to better support our patients.

The Contact Center Operations Manager will collaborate with the Senior Director to coordinate strategic and result driven goals, implement them and follow through to improve the contact center performance with focus on first call resolution.

General tasks and responsibilities will include:

• Supporting Senior Director of Operations in fostering a culture of excellence, collaboration, communication, growth and accountability
• Hiring, training, coaching, and leading contact center representatives as they provide support for patients
• Directly accountable for ensuring exceptionally high individual and department service levels
• Answering contact center agent questions, guiding them through difficult calls or issues, diffusing angry patients, or handling issues that cannot be fielded by agents
• Leading team meetings, asking questions to better understand the calls or online requests the agents are receiving, educating, and coach workers regarding processes and procedures, and explain expectations to employees.
• Conduct weekly huddles with team providing employees with knowledge refreshers, organizational updates and using the opportunity to highlight high individual and team performance
• Complete all employee performance reviews as required for direct reports
• Assisting other leadership team members in identifying trends and establishing call center goals
• Ensuring the team is achieving desired service levels and performance directives, taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction.
• Develop objectives for the call center’s day-to-day activities
• Additional duties or responsibilities that may be assigned by Senior Directors and Senior Assist Vice President

Minimum Qualifications

1. A Master’s degree from an accredited college or university in Healthcare, Hospital, Public or Business Administration, Industrial/Organizational Psychology, Organizational Behavior or a related discipline and three (3) years of full-time experience planning, developing and monitoring programs, systems and/or procedures in support of administrative management initiatives, one (1) year of which must have been in a responsible managerial or supervisory capacity; or

2. A Baccalaureate degree from an accredited college or university in disciplines, as listed in “1” above and four (4) years of full-time experience, as outlined in “1” above, two (2) years of which must have been in a responsible managerial or supervisory capacity; or

3. A satisfactory equivalent combination of education, training and/or experience.

Department Preferences

EDUCATIONAL LEVEL:

• Bachelor’s degree preferred or 5 years of related experience

YEARS OF EXPERIENCE:

• Minimum three years of supervisory experience in a fast paced and high stress environment. Preferably in a call or contact center or managed care environment.
• Minimum three years demonstrated experience in employee development and performance as well as KPI management.
• Experience leading and managing a remote workforce highly desired

COMPUTER PROGRAMS/SOFTWARE OPERATED:

• Strong MS Office Suite including Excel, Power Point, Word, Visio
• Cisco Unified Intelligence Center preferred
• Electronic medical record (EMR) system, preferably EPIC

KNOWLEDGEABLE IN:

• Contact Center Operations
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Knowledge of management principles, performance evaluations and contact center metrics
• Strong coaching and leadership skills, ability to positively motivate employees
• Decisiveness and attention to detail
• An organized, reliable and results-driven professional
• A practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

Job Type: Full-time

Pay: $56,337.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• New York, NY 10016: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Call center: 5 years (Preferred)
• Supervising: 3 years (Required)
• KPI Management: 3 years (Required)

Work Location: One location