Contact Center Supervisor - University of Washington
Seattle, WA 98194
About the Job
Req #: 240409
Department: UW MEDICINE CONTACT CENTER
Job Location Detail: UW MEDICINE CONTACT CENTER
Posting Date: 10/23/2024
Closing Info:
Open Until Filled
Salary: $29.13 - $41.71 per hour
Limited Recruitment: **Open to Department employees only**
Shift: First Shift
Notes:
As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-classified-staff-20210208.pdf)
**UWMedicine Contact Center** has an outstanding opportunity for a **Contact Center Supervisor (Fixed-Duration)** .
**WORK SCHEDULE**
+ Full-Time (40 hours per week) - 100% FTE
+ 5 Days per week
+ Day Shift **POSITION HIGHLIGHTS**
+ Opportunity to supervise in the UWMedicine Contact Center
+ Expected to last approximately 6 to 12 months
+ Contribute to work that impacts all of UWMedicine **DEPARTMENT DESCRIPTION**
The UW Medicine Contact Center is a fast paced environment where customer service, patient care and accuracy are the highest priorities at all times. There is an outstanding opportunity available for a Contact Center Supervisor. The Contact Center Supervisor is responsible for the day to day management and performance of a work unit of Contact Center Representatives (CCR). Contact Center Supervisors will work together across work units to manage resources and staffing levels to ensure call center operation goals are met. Contact Center Supervisor will monitor key performance indicator data to ensure CCR's are meeting performance expectations. Contact Center Supervisor will provide coaching, continuous feedback and progressive guidance to an assigned work unit. The Contact Center Supervisor will support the UW Medicine health system through commitment to service and highest quality patient/customer service.
**PRIMARY JOB RESPONSIBILITIES**
- Responsible for personnel decisions that include hiring, coaching, documenting compliance/non-compliance issues, performance management, and terminating Contact Center Representatives in the Contact Center.
- Responsible for creation and oversight of the Coaching and Monitoring program within the Contact Center.
- Developing and deploying the coaching package to be used by all Contact Center Supervisors to maximize the performance of each individual CCR and optimize overall CCR team performance.
- Overseeing the effectiveness of the coaching program and making necessary modifications, adjustments to optimize the program's results.
- Develop and deploy Phase I, II, III, IV, and V of CCR performance expectations to be used for coaching and training CCRs at every level of their development.
- Develop and deploy the coaching tool for every Contact Center Supervisor to use. This will include oversight of 'crucial conversations', supporting conversations, how to be constructive and impactful.
- Develop and deploy the call monitoring methodology for remote and side-by-side monthly and quarterly expectation standards.
- Manage direct operations for a defined work unit. This includes overseeing the efficiency of operations of this work unit and insuring the accuracy of reports and records for all members of this work unit.
- Accountable for service level expectations, quality assurance, and productivity standards for work unit
- Incorporate the mission and vision of the UW Medicine Contact Center with the work of their direct reports.
- Provide direction and guidance to a CCR work unit on day-to-day procedures and processes for the call center.
- Meet or exceed quality and patient satisfaction goals.
- Work with the Resource Planning Manager, analyst, to ensure adequate staffing levels to attain optimum service levels
- Deliver timely, direct feedback on performance for individual CCR's using key performance indicators (KPIs) and other agreed upon measures.
- Monitor CCR live and recorded calls for quality and accuracy and provide real-time coaching and feedback to continually improve performance
- Work with Contact Center Supervisors across work units to manage staffing schedules to ensure operational requirements are met.
- Promote process improvement philosophy and encourage CCRs to identify opportunities to increase service delivery levels.
- Conduct performance reviews and provide timely feedback on performance against key performance indicators.
- Ensure open communication through formal and informal channels including work unit meetings, one-on-ones.
- Provide formal and informal recognition to enhance employee morale.
- Foster a positive and collaborate work environment.
- Engage with call center leadership to ensure issues and concerns of CCR's are addressed in a consistent and timely manner.
- Ensure CCR staff has access tools necessary to meet performance expectations. Report to Contact Center management any deficits and recommendations to fill those gaps
- Answer patient calls as directed by management
**REQUIRED QUALIFICATIONS**
+ A Bachelor's Degree in business, healthcare, or a related fieldAND
+ one year experience in a healthcare setting which includes lead responsibilityOR
+ equivalent education/experience **ABOUT UW MEDICINE - WHERE YOUR IMPACT GOES FURTHER**
UW Medicine is Washington's only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine's mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists and other health professionals.
All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.
**Become part of our team. (https://www.uwmedicine.org/jobs)** Join our mission to make life healthier for everyone in our community.
University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.
Source : University of Washington