Coordinating Manager, Contact Center

Marketing Statement 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. 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 callersProvides 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 expectationsCollects, synthesizes and shares team feedback with leadership for development and optimization of department procedures and tools that lead to continuous improvement and service improvementsUnderstands, 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 agentsConducts daily and weekly huddles with team providing staff with knowledge refreshers, organizational updates as well as using the opportunity to highlight individual and team performanceEnsures compliance with all annual required trainings for themselves and that of their direct reportsServes as the liaison for team members working with facility and department partnersCompletes all employee performance reviews as required for direct reports, reviewing with direct reports and providing feedbackAssists leadership in identifying trends and establishing Contact Center goalsEnsures the team is achieving desired service levels and performance directives, taking corrective action when necessaryPrepares reports and analyzes performance and other related data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfactionDevelops and effectively communicates objectives, that align with the performance goals of the Contact Center for the team’s day-to-day activitiesTravel and/or work assignment locations may include: Bellevue, Cumberland or Metropolitan and Central OfficePosition may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 amOther assignments as directed by the Director and/or Senior Director Minimum Qualifications Master’s Degree from an accredited college or university; and one (1) year of full-time experience in a health care setting; or Bachelor’s Degree from an accredited college or university; and two (2) years of full-time experience in a health care setting; or 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 managementKnowledge of Contact Center OperationsAbility to multitask and remain calm under pressure, especially during peak hours or intense situationsExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skillsKnowledge of management principles, performance evaluations and contact center metricsStrong coaching and leadership skills, ability to positively motivate employeesDecisiveness and attention to detailBilingual (speaking & writing) in Hindi, Spanish, French, Mandarin, Cantonese, Bengali, Creole, Russian, Polish, Korean, Albanian, Arabic, Urdu preferredAn 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 How To Apply If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.