<p>Job Requirements</p> <p>POSITION SUMMARY</p> <p>The Manager, Enterprise Call Center Manager oversees the twenty four (24) seven (7) operations of the Enterprise Call Center (ECC), ensuring that all processes align with the organization's commitment to patient safety and high reliability. The Manager, Enterprise Call Center leads to deliver exceptional customer service, implementing quality improvement initiatives, and supporting Health First's (HF) goals through effective communication and problem-solving.</p> <p>PRIMARY ACCOUNTABILITIES</p> <ul> <li>Develops, designs, and implements succession planning such as leading Emergency Preparedness communication initiatives in situations such as internal or external disasters, overhead and Alert Media operations, and incident command responsibilities. </li><li>Evaluates the effectiveness Enterprise Call Center's, measurable outcomes and success metrics and call center performance indicators(e.g., average response time, first-call resolution rate, customer satisfaction scores, and adherence to patient safety protocols). </li><li>Monitors and tracks the completion of emergency preparedness drills togauge the impact of leadership initiatives and quality improvement efforts. </li><li>Participates and writes Situation Background Assessment and Recommendation (SBAR's) documents, After Action Reports (AAR's) for internal external disasters. </li><li>Performs regular analysis of call center metrics to ensure alignment with organizational goals and continuous improvement in call center operations. </li><li>Leads and ensures the call center works to maintain patient safety and works to support Health First High Reliability organizations goals. </li></ul> <p>LEADERSHIP ACCOUNTABILITIES</p> <ul> <li>Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally lead the team to achieve that vision. </li><li>Provide leadership, motivation, coaching, feedback and support to foster and strengthen growth and development of an effective, high performing team. </li><li>Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment. </li><li>Demonstrate openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team's and organization's goals. </li><li>Recruit, select, grow, and retain highly engaged, high performing diverse and inclusive associates. </li><li>Contribute to and support the strategic direction, and demonstrate financial acumen, for areas of responsibility and organization. </li></ul> <p>Work Experience</p> <p>MINIMUM QUALIFICATIONS</p> <ul> <li>Education: Bachelor's degree in a relevant field. </li><li>Work Experience: Three (3) years' experience in a call center or customer service operations. </li><li>Licensure: None </li><li>Certification: None </li><li>Work Experience In Lieu of Education: Associate's degree and an additional three (3) years' experience in a leadership role. </li><li>Skills/Knowledge/Abilities: </li><li>Effective customer service techniques and ability to build strong business relationships. </li><li>Analytic and creative problem-solving skills. </li><li>Ability to proficiently speak and enunciate the English language clearly in all communications. </li><li>Emergency management communications leadership skills. </li><li>Data collection and quantitative decision-making skills. </li><li>Advanced technology proficiency for interfacing IT systems, telecom, vendors, and leadership. </li></ul> <p>PREFERRED QUALIFICATIONS</p> <ul> <li>Certification: </li><li>Certified Call Center Manager (CCCM) from the Professional Education Alliance. </li><li>Center Manager Certification Program (CMCP) from the National Emergency Number Association (NENA). </li><li>Hospital Incident Command System Certification. </li></ul> <p>PHYSICAL REQUIREMENTS</p> <ul> <li>Majority of time involves sitting or standing; occasional walking, bending, and stooping. </li><li>Long periods of computer time or at workstation. </li><li>Light work that may include lifting or moving objects up to 20 pounds with or without assistance. </li><li>May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise. </li><li>Communicating with others to exchange information. </li><li>Visual acuity and hand-eye coordination to perform tasks. </li><li>Workspace may vary from open to confined. </li><li>May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle. </li></ul> <p>Benefits</p> <p>ABOUT HEALTH FIRST</p> <p>At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.</p> <p>Schedule : Full-Time</p> <p>Shift Times : 800am430pm</p> <p>Paygrade : 37</p>