Call Center Manager-UIH

Department: U.I. Health Customer CARE Center
Type of position: Full-time
Schedule: Varies
Location: Chicago, IL

JOB TITLE:        Call Center Manager

DEPARTMENT:   UI Health Customer CARE Center

REPORTS TO:    Vice President, Call Center Operations

STATUS:          Full-Time, Exempt

SCHEDULE:      Varies

LOCATION:      Central Office


STATEMENT OF PURPOSE:   The Call Center Manager is responsible for managing and developing customer service strategies consistent with a world class, high performance contact center environment centered on the patient and family experience that contributes to the customer satisfaction and retention, exceptional quality and value, and financial health of the organization while also maintaining the strategic initiatives of The Chicago Lighthouse.  The Call Center Manager is also responsible for monitoring consistency of operational key performance indicator (KPI) goals and for generating reliable call volume forecasts and cost effective staffing models.  The Call Center Manager assists with managing call center operations, and implements and reviews policies and procedures.  

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO: • Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released; • Maintain up-to-date knowledge of UI Hospital and Health Science System policies and procedures  as they apply; • Manage client relations on a day-to-day basis especially with key staff from UI Hospital and Health Science System; • Work in conjunction with UI Health personnel for accurate forecasting of volumes, talk time, abandon rate and service levels; • Monitor operations performance measurements and reporting systems and define department service level goals based on customer requirements (KPI’s).  Ensures that all account and customer related information is processed in a manner that meets or exceeds the performance standards as outlined by the UI Hospital and Health Science System and The Chicago Lighthouse; • Must submit weekly and monthly KPI reports to senior management of the Chicago Lighthouse utilizing the existing template; • Establish and maintain relationships with other departmental peers, proactively promoting cross-departmental support and communication; • Responsible for managing the monitoring of random calls to improve quality, minimize errors and track representative operative performance; • Oversees forecasting and analyzing data against budget figures on a weekly and/or monthly basis; • Communicates with supervisory staff to ensure adequate staffing levels are adhered to on a daily basis; • Works to create an environment within Customer CARE that promotes excellence  through communications with external and internal customers and fosters the development of strong work relations; • Optimize use of phone systems and other technologies to improve productivity and efficiency;   • Continually assess training needs through auditing and monitoring; • Performs other duties as assigned by Director and/or Client.

Core Competencies

Customer Focus -strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.

Managing Vision & Purpose - leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.

Managing Team Members – fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.

Developing Team Members -demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.

Team Work - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.

Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior.

Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.

Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.

Work Environment  This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. 

EDUCATION AND QUALIFICATIONS: • Bachelor’s Degree preferred or Associate’s degree from an accredited institution or over 5 years call center management experience. • Ability to effectively work within established contractual turnaround times; • Detail oriented, as well as ability to manage multiple tasks with follow-up skills. • Advanced proficiency with MS Office applications. • Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment. • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.

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