Job No. 154512
- Job Title:
- Call Center Manager Inbound
- Employer:
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University of Michigan-Ann Arbor
- Location:
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Ann Arbor , MI
- Posting Date:
- 26-Dec-2024
- Description:
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Responsibilities*
Administrative
Develops and manages call center services to support the University of Michigan Health.
Manages the call center services day-to-day operations, ensures high standards of customer services and achieves service goals.
Evaluates performance of key metrics (Service levels, Abandonment rate, talk time, handle time, etc.).
Develops collaborative relationships with physicians, hospital administrators, department heads, and managed care networking partners.
Responds positively to change, showing willingness to learn new ways to accomplish work.
Proactively participates in continuous work improvement efforts including identifying ways to reduce wastes and costs.
Ensures compliance with UMH practice, service, and regulatory standards.
Maintains security of all databases and confidential personnel information.
Manages the call center expenses.
Proactively serves as a resource for clinical and non-clinical departments in determining appropriate access mechanisms and ensuring access standards are met.
Monitors and ensures call center employees comply with providing quality customer service.
Adopts practices to improve work processes, enhance customer satisfaction and ensure excellence in daily work.
Exhibits responsiveness to personnel at all levels by effectively communicating and sharing information at all levels, as well as arriving on time to meetings.
Communicates effectively in ways that enhance productivity and build respectful relationships.
Demonstrates active listening, written, verbal, and information technology skills.
Personnel Management
Demonstrates hiring practices that reflect diversity of people and are consistent with HR guidelines.
Provides new staff with a comprehensive orientation of the call center.
Develops and manages the work of the call center trainer, quality improvement coordinator and operational leads.
Develops and implements strategies for fostering growth and development for call center staff.
Provides resources and time to facilitate the learning and ongoing development of staff.
Coaches call center staff through challenging customer service issues.
Counsels employees and implements development programs and/or disciplinary process in a timely, consistent, and fair manner.
Utilizes participative management.
Directs the development, implementation, and refinement of quality management program.
Provides staff with ongoing feedback related to performance and conducts staff performance appraisals within established guidelines and timetables.
Manages staff work schedules to ensure sufficient coverage.
Telephony System and Data Analytics
Assesses and recommends telephony technology in conjunction with PRO technical support team and HITS.
Troubleshoots and problem solves technical problems in conjunction with telephony vendor, PRO technical support team and HITS.
Manages call center data dashboard to track and trend KPI measures.
Analyzes call center data to identify operational improvements.
Required Qualifications*
Bachelor degree or an equivalent combination of education and experience; 5 or more years experience in call center management
Experience in leading a dynamic and successful team
Experience with the University?s administrative functions and systems - HR and Payroll
Knowledgeable with telephony and cloud technologies (ACD, IVR, VoIP, etc.
Knowledgeable with Health Information Exchange (HIE) referral workflows
Experience in people management including, hiring, coaching and performance evaluation
Excellent interpersonal, communication, organizational and analytical skills
Knowledge of principles and applications of data management
Ability to manage competing deadlines, meet scheduled target dates and see tasks through to completion
- Contact information:
- University of Michigan-Ann Arbor
- Ann Arbor, MI 48109
- United States
- Employer's Website:
-
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