Call Center Manager
Greatcall

Carlsbad, California

This job has expired.


*POSITION:* Manager, Urgent Response Center
*DEPARTMENT:* 311 - 5Star
*REPORTING SUPERVISOR*: Director, Response Center Operations
*DIRECT REPORTS:* Yes
*FLSA: *Exempt
*EMPLOYMENT STATUS: *Direct Hire
*TRAVEL REQUIREMENTS* Up to 10% overnight travel within the United States required
*SCHEDULE* Willingness to work various shifts including days, evenings, graveyard, weekends, and/or holidays
*ABOUT THE TEAM*
The Urgent Response Center is dedicated to ensuring the general wellbeing of our subscribers, delivering a superior service experience by supporting both non-emergency and emergency calls for assistance. The team offers 24/7 support for a variety of service needs which can range from emergency response general wellness, and maintenance and support of contracted living facilities
*ABOUT THE JOB*
The Manager, Urgent Response Center is responsible for the development and leadership of all Urgent Response Center personnel, as well as ensuring all relevant Key Performance Indicators are met. This individual will assist in the deployment of policies and procedures as they pertain to both emergency and non-emergency requests for assistance. The successful candidate will coach to training designed for phone personnel to quickly assess the emotional fitness of callers, maintain composure, and focus, at times in very high stress situations. In addition, this role is also responsible for monitoring and assuring a high degree of compliance to defined procedures and policies related to emergency response, HIPAA (Health Insurance Portability and Accountability Act), CPNI (Customer Proprietary Network Information) and or related security, safety and confidentiality
*RESPONSIBILITIES*

* Provide direction for prompt and efficient receipt and dispatching of emergency and non-emergency calls for assistance
* Coordinate new hire training and ensures continued education of staff
* Monitor scheduling to ensure adequate coverage in relation to call volume
* Direct the activities of the Urgent Response Center to support the effective, efficient and professional delivery of both emergency and non-emergency services
* Enforce rules, regulations, and procedures in accordance with applicable protocols and policies
* Ensure program/department adherence to all Federal and State regulations as they pertain to the assigned program a such as information security & privacy (i. e. , CPNI, HIPAA, and PHI)
* Provide direct reports with clearly defined expectations, assigning work/tasks appropriately to ensure that KPIs as well as attendance standards are met. Closely monitors staff performance to ensure consistent performance feedback, timely performance appraisals, and appropriate disciplinary action is taken when needed
* Communicate within and between Urgent Response Centers to enable consistency
* Interview, select and train department specific new hires
* Develop and evaluate the performance of the staff
* Recommend and assist in developing and implementing strategies to continually improve program/department performance
* Report regularly/as needed to the Director, Response Center Operations regarding trends and recommended changes to the tactical plan to ensure high degree of performance
* Other duties as assigned
*QUALIFICATIONS*
*Education: *Bachelor's degree preferred or equivalent experience
*Certification(s): *Prior certification or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire
*Experience:*

* Minimum 4 years of management experience to include performance coaching, leading projects and priorities, required
* Experience working in hospitals, senior living industry, elderly services, or comparable experience, preferred
* Experience in a dispatch environment, preferred
* Prior Wireless or Telecommunications experience, preferred
*Knowledge/Skills/Abilities:*

* Computer skills including typing and prior experience using Microsoft Office Suite
* Knowledge of CPNI, HIPAA, and FDAas 501K Clearance issues
* Knowledge of emergency telecommunication principles, procedures, techniques and equipment
* Knowledge of federal, state, and local laws and their application to emergency communication activities
* Ability to establish effective working relationships with employees, other departments and the general public
*Personal Attributes:*

* Strong written, inter-personal, presentation and communications skills
* Time-Management and ability to prioritize
* Ability to maintain composure during periods of high-call volume or in stressful situations
* Business Acumen
* Ability to build effective teams
* Functional/Technical skills
* Ability to manage conflicts
* Ability to develop, coach and mentor others
* Leads by example and demonstrates desired behaviors for staff
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