CUSTOMER SERVICE & PERFORMANCE REPORTING MANAGER

CUSTOMER SERVICE & PERFORMANCE REPORTING MANAGER

The Center for Health Care Services•2.9 San Antonio, TX Job Details $86,923.24 a year 1 day ago Qualifications Key Performance Indicators Driver's License Supervising experience Bachelor's degree Data collection Full Job Description

GENERAL SUMMARY

Assists in managing Centralized Scheduling operations and oversight of Texas Health and Human Services Commission (HHSC) Performance Contract, including monitoring organization metrics, terms and conditions, staff supervision, and retention. Responsible for budget development and monitoring, ensuring timely and accurate data collection, and evaluating program outcomes. Oversees staff delivering services and monitors productivity, customer service performance, recruitment, interviewing, hiring, and training of new employees

ESSENTIAL DUTIES & RESPONSIBILITIES

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position. Attends and participates in assigned meetings, as applicable, to include weekly or bi-weekly supervisions and staff meetings. Oversees and helps create, run, and analyze complex reports, both routine and ad hoc, for preventative and corrective measures. Engages in policy analysis and development of proposed solutions to promote implementation and sustenance of unit activities. Ensures timely and accurate data collection, tracking, and verification. Develops and ensures adherence to all pertinent rules, regulations, policies, and procedures. Exhibits seasoned business and organizational leadership skills, demonstrates excellent leadership and behavioral principles, interpersonal/emotional intelligence, and possesses a proven track record of leading and managing groups cross-functionally across organizations Manages and monitors work performance by directing multiple groups of employees, including making recommendations on hiring and disciplinary actions, evaluating program/work objectives and effectiveness, and realigning work and staffing assignments, as needed. Manages and reviews scheduling patterns to ensure effective utilization of staffing resources. Manages the operations of the assigned unit. Collaborate with the unit Director and monitor the assigned unit's budget. Obtains understanding of the unit finances and scheduling needs and understanding how to drive efficiencies by proper utilization of resources. Partners with Call Center Operations Supervisors to assess current processes and identify process improvement opportunities. Additionally, provide recommendations to the unit Director on any process changes or improvements. Provides consultation and directions to staff on issues and serves as a resource to staff, as demonstrated by visibility and knowledge of issues. Supervises the work of assigned personnel, including assigning and reviewing work, providing guidance, and conducting performance evaluations. Utilizes resources efficiently and effectively and conducts constant reassessment of operations. Works with Call Center Leadership to design and implement pilot projects and improvement initiatives. Ensure all documentation meets data verification standards and /or contract requirements. Performs other related duties as required.

MINIMUM ENTRANCE QUALIFICATIONS

Education and Experience Bachelor's degree in business administration, management, analytics, or public administration, or a related field 3 + years of experience of experience in management or supervisory role 3 + years in customer service or call center operations Proven experience owning performance metrics and reporting Demonstrate success in leading teams and improving service performance. Licenses or Certifications None Other Requirements Must maintain a valid driver's license and automobile insurance coverage, be able to travel as needed, and be able to meet on a consistent basis the driving record requirements of the Company's auto insurance carrier if you drive your vehicle during company business. Must maintain required credentials, if applicable, and mandatory training requirements to ensure compliance with all State regulations and CHCS policies. This position requires on-site attendance Monday through Friday from 8:30 AM•5:30 PM. Employee is expected to maintain this schedule due to the Center's operational needs and service delivery requirements.

PREFERRED QUALIFICATIONS

Bilingual (English/Spanish) preferred. Language Proficiency Pay (LPP) payments are subject to successful testing, certification by CHCS Payroll, and availability of funding. Funding may be renewed in subsequent fiscal years, but is not guaranteed. Master's degree in business administration, management, analytics, or public administration, or a related field from an accredited university and, Five (5) years of experience in a management or supervisory role

SUPERVISION

Work requires providing guidance and oversight of other employees. This position oversees the team's work quality, training and development, and performance management.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

Applicable Microsoft software applications, VoIP phone systems (ex. Genesys, Five9, NICE CXone, etc), and electronic health records systems. Texas Health and Human Services Commission Performance Contract requirements and compliance regulations. Modern office procedures, methods, and computer equipment. Principles and practices of call center KPIs, reporting, and analytics Principles and practices of employee supervision. Program management. Working knowledge and experience with reporting and Power BI tools Skill in: Anticipating and responding to problems and risks. Communicating effectively with all levels in the organization and with in/external customers. Establishing goals and objectives that support the overall strategic plans of the unit. Organization and time management. Performing a variety of duties, often changing from one task to another of a different nature. Ability to present to all management levels data that is clear to non-technical audiences. Excellent written and verbal communication skills Ability to: Collaborate with a solutions-oriented approach. Accurately organize and maintain electronic files. Demonstrate flexibility in response to change. Develop program goals and objectives. Effectively communicate, both verbally and in writing. Establish and maintain effective working relationships. Maintain objectivity in decision-making, utilizing facts to support decisions. Maintain confidentiality of information and professional boundaries. Meet schedules and deadlines of the work. Produce clear and concise reports. Understand and carry out oral and written directions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be able to meet the physical requirements to complete SAMA and CPR training including lifting to 12 lbs. and supporting up to 55 lbs.; bending, stooping, and getting on and off the floor without assistance. Must have adequate mobility that requires frequent walking, standing, bending, stooping, kneeling, reaching (vertical and horizontal), using fingers, hands, feet, legs and torso in various care. Monday•Friday 8:30am•5:30pm 6655 First Park Ten•

CSS Plaza Code :

7131-1

MAXIMUM SALARY:

$86,923.24