Manager of Call-Center/*union management experience ...
Winthrop University Hospital - Brooklyn, NY
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NYU Langone Hospital - Brooklyn is a full-service teaching hospital and Level I trauma center located in Sunset Park, Brooklyn. The hospital is central to a comprehensive network of affiliated ambulatory and outpatient practices, and serves as NYU Langone Health's anchor for healthcare access, growth, and delivery in the entire borough. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. Learn more aboutNYULangoneHospital - Brooklyn, and interact with us onLinkedIn,Glassdoor,Indeed,Facebook,Twitter,YouTubeandInstagram.Position Summary:We have an exciting opportunity to join our team as a Manager of Technology Management/Call-Center - Brooklyn. In this role, the successful candidate Under limited supervision of the Sr. Manager, the Brooklyn Call Center Manager provides independent leadership and actively promotes a culture of quality and safety throughout NYU Langone Brooklyn. This person oversees the daily operations of the call center and their employees. Responsible for contributing to the development and training of employees within the group through performance coaching and acting as a mentor. Leads discussions regarding daily operations of the department, contributes to the implementations of policies and procedure, and processes.Job Responsibilities:1. Provide leadership on the determination of the call center's operational strategies by conducting needs assessments, performance reviews, and capacity planning and cost/benefit analyses.2. Supervise department staff including hiring, training, evaluating performance, disciplining, and coordinating all employee related matters.3. Provide operator staff with an effective on-going training plan and supply valuable information and tips on how to optimize the multiple system features and functionalities to maximize job performance.4. Prepare call center performance reports by collecting, analyzing, and summarizing data trends.5. Maintain a wide variety of manual and electronic documents, files and records (e.g. certificates, performances evaluations, etc.) to ensure availability of up-to-date information to Telecom administration.6. Responsible for proper execution of all business rules for the PeopleSoft/SWN API integration.7. Track weekly and monthly trends (e.g. Dashboard, attendance / absentees, attrition and metrics boards.8. Identify and evaluate state-of-the art technologies; define user requirements; establish technical specifications and productivity and customer service standards.9. Responsible for maintaining and monitoring all call center technologies.10. Serve as a representative of the department at internal and external project workgroups and stakeholder meetings. 11. Responsible for current revisions of Brooklyn and LOH policies and procedures library upkeep.Minimum Qualifications:To qualify you must have a Bachelors Degree with at least three-five years of relevant experience.Experience with knowledge of hospital organizational setup.The ideal candidate is experience in managing multidisciplinary teams, working with professionals with a variety of skills and backgrounds.Experienced with Union Bargaining Agreement & Contracts.Proven ability to work with complex quality performance measurement and improvement tools.Utilize tools and techniques of quality performance measurement including: measure design; data sources; data management; data analysis; and graphic display of results. Familiarity with various call center applications, including telecommunication phone systems.Knowledgeable in Microsoft Office, including proficiency in Word, Excel, and PowerPoint.Excellent written and oral communication skills for a variety of audiences.Preferred Qualifications:Able to act and think off script when emergencies arise.Qualified candidates must be able to effectively communicate with all levels of the organization.NYU Langone Hospital - Brooklyn provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.NYU Langone Hospital-Brooklyn is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.If you wish to view NYU Langone Hospital- Brooklyn's EEO policies, please click here. Please click here to view the Federal 'EEO is the law' poster or visit for more information.NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $58,500.00 - $90,806.04 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.To view the Pay Transparency Notice, please click here
Created: 2024-04-06