Coordinating Manager, Contact Center Department

CONTACT CENTER

Location

Manhattan

Job

ID139952

Civil Service ClassificationNon Competitive

Hire In Rate$68,244.00 (for employees new to HHC) Salary Range$68,244.00 - $76,070.00 Pay FrequencyAnnual

Full/Part TimeFull-Time Regular/TemporaryRegular

Regular ShiftDay About NYC Health

+ Hospitals 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. 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. Work Shifts NYC Health

+ Hospitals operates 24 hours a day, 7 days a week. Employees may be required to work one of several shifts, with start times ranging from as early as 6:00 AM to as late as 11:00 AM. Work hours and shift assignments are subject to change based on the operational needs of the system Duties & Responsibilities

SUMMARY OF ESSENTIAL DUTIES AND RESPONSABILITIES

• Accountable for the overall performance of the assigned contact center team and individual staff members, ensuring achievement of key performance indicators (KPIs), service level objectives, quality standards, and productivity goals while delivering a consistent, accurate, and exceptional customer experience.
• Interviews, trains, coaches, and leads team members as they provide support for callers
• Provides strong, dynamic leadership through regular management and one-on-one development meetings, fostering employee engagement, accountability, and professional growth while ensuring the efficient delivery of contact center services that support facility operations and the overall patient experience.
• Holds team meetings that include eliciting feedback from staff to better understand calls or online requests the agents are receiving. Using this venue to educate, and coach staff on processes, procedures, and performance expectations
• Collects, synthesizes and shares team feedback with leadership for development and optimization of department procedures and tools that lead to continuous improvement and service improvements
• Understands, interprets and applies department Standard Operating Procedures.
• Answers team member's questions, guiding them through difficult calls or issues, deescalating angry callers, or handling issues that cannot be fielded by agents
• Conducts daily and weekly huddles with team providing staff with knowledge refreshers, organizational updates as well as using the opportunity to highlight individual and team performance
• Ensures compliance with all annual required trainings for themselves and that of their direct reports
• Serves as the liaison for team members working with facility and department partners
• Completes all employee performance reviews as required for direct reports, reviewing with direct reports and providing feedback
• Assists leadership in identifying trends and establishing Contact Center goals
• Ensures the team is achieving desired service levels and performance directives, taking corrective action when necessary
• Prepares reports and analyzes performance and other related data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction
• Develops and effectively communicates objectives, that align with the performance goals of the Contact Center for the team's day-to-day activities
• Travel and/or work assignment locations may include: Bellevue, Cumberland or Metropolitan and Central Office
• Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am
• Other assignments as directed by the Director and/or Senior Director

Minimum Qualifications 1. Master's Degree from an accredited college or university; and one (1) year of full-time experience in a health care setting; or 2. Bachelor's Degree from an accredited college or university; and two (2) years of full-time experience in a health care setting; or 3. A satisfactory equivalent combination of education, training and/or experience, in which each year of relevant training and/or experience can be substituted for 30 semester credits from an accredited college or university. However, all applicants must at least have a High School diploma or its educational equivalent, approved by a State's Department of Education or a recognized accrediting organization. Department Preferences

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

Knowledge of 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

Bilingual (speaking & writing) in Hindi, Spanish, French, Mandarin, Cantonese, Bengali, Creole, Russian, Polish, Korean, Albanian, Arabic, Urdu preferred

An organized, reliable and results-driven professional with a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements.

Experience leading and managing a remote workforce highly desired Benefits NYC Health and Hospitals offers a competitive benefits package that includes: Comprehensive Health Benefits for employees hired to work 20+ hrs. per week

Retirement Savings and Pension Plans

Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts

Loan Forgiveness Programs for eligible employees

College tuition discounts and professional development opportunities

College Savings Program Union Benefits for eligible titles Multiple employee discounts programs

Commuter Benefits Programs