What are the responsibilities and job description for the Manager Call Center Business Operations position at 581 Advocate Aurora Health, Inc.?
Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
This leadership position that will oversee the hospital switchboard departments across the entire state of Wisconsin. This role is designed as a hybrid position, combining the flexibility of remote work with the necessity of travel to various sites throughout the state. The role will primarily operate during normal business hours with occasional requirements for after-hours involvement, particularly for system upgrades, implementation projects and may occasionally need to handle emergency calls after hours.
Major Responsibilities:- Manages the overall business and infrastructure operations of multiple call center sites, including functionality, inventory and adherence to contract stipulations and timelines.
- Instructs, guides, advises, assigns and reviews progress and accuracy of work. Leads day to day activities of the technical staff to ensure resources are effectively used and proper staffing levels are maintained.
- Provides insight in support of system initiatives and business development. Analyzes proposed programs and expansions, providing feedback and direction to decision makers.
- Provides analytical and problem resolution. Independently investigates complex problems. Evaluates application effectiveness and/or performance. Identifies potential risks and proactively resolves issues. Inspects current processes and recommends new methods. Prepares metrics on call center performance.
- Establishes and maintains positive customer relationships. Manages client expectations and establishes positive working relationship with customers. Provides insight for service level agreements based on technical capabilities and capacity.
- Prepares project plans, which include definition, scope, resources and schedules. Prepares detailed project timelines and budget estimates. Completes programs and projects within established budget and deadlines. Works with change management for documentation of go-lives.
- Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
- Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
- Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.
Licensure, Registration, and/or Certification Required:
- None Required.
Education Required:
- Bachelor's Degree (or equivalent knowledge) in Business Management or related field.
Experience Required:
- Typically requires 5 years of experience in a support center environment, preferably within the health care industry. Includes 1 year of supervisory experience in management of overall support center operations and staff.
Knowledge, Skills & Abilities Required:
- Experience working on moderate to complex system and business application issues and processes, including analysis, defining business and user requirements, acceptance testing, documentation and support of business.
- Experience utilizing managing applications and technical components of telephony and information systems, including basic hardware, platform, infrastructure, connectivity, interface design, operating systems and database.
- Ability to mine and analyze data and format the same into appropriate format using standard software.
- Demonstrated leadership abilities to include project/staff coordination and motivating staff toward common goals.
- Demonstrated ability to lead and mentor staff with the ability to relate to staff and mentor new and existing staff.
- Strong written and verbal communications skills.
- Ability to provide oversight of multiple systems. Knowledge of computer operations and well versed in the arena of customer service.
Physical Requirements and Working Conditions:
- Exposed to a normal office environment.
- Must be able to sit or stand for extended periods of time.
- May have to lift and/or move equipment as needed.
- Operates all equipment necessary to perform the job.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
Pay Range
$43.30 - $64.95Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
Benefits and more
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.
Salary : $43 - $65
