POSITION SUMMARY
- The Communications Manager coordinates and manages all aspects of the call center/switchboard. The incumbent will provide staff management and development for the call center team, ensuring adequate training and coverage to ensure that all customers receive the highest quality telephone interactions. The Communications Manager will also serve as a liaison between various departments and practices for all call center related needs. The Communications Manager will operate with a “continuous improvement” mindset with policies, procedures, and workflows making recommendations and implementing changes as needed.
PRIMARY DUTIES AND RESPONSIBILITIES
- Oversee the call center team(s) to provide high quality 24×7 coverage for all assigned call center functions.
- Oversee management of the organizational directories within assigned applications.
- Prepare and maintain call center performance reports by collecting, analyzing, summarizing, and storing data and trends.
- Demonstrate positive interactions when discussing and considering alternatives or plans and value the input of others. Demonstrate support for strategies and objectives even when they may personally disagree with alternatives chosen.
- Manage, assess and support day-to-day activities of Call Center staff. Evaluate employee performance using organizational tools and prepare and deliver performance reviews in a timely manner. Provide meaningful and timely feedback to staff.
- Coach, mentor and develop staff to achieve optimal organizational and professional goals. Conduct regular and effective staff meetings, both on team and individual levels.
- Make decisions timely, work well under pressure, and succeed in organizing conflicting deadlines.
- Oversee the after-hours answering service for applicable practices. Oversee management of pagers and paging groups.
- Coordinate with various departments and emergency management on the creation and editing of emergency codes and establish protocols for call center response.
- Prepare budgets, variance reports, and contingency plans to achieve operational and financial targets for responsible departments.
- Establish and maintain professional working relationships with vendors and partners to ensure assigned systems and applications operate reliably throughout their designated lifecycle.
- Work with peers and leaders in IT to ensure call center technology supports the needs of department and organization.
- Escalate issues and problems to leadership in an appropriate and timely manner.
- May provide coverage for supervisors and team members, as needed.
- Perform other related duties, as assigned.
POSITION QUALIFICATIONS
Education –
- Bachelor’s Degree in Business, Administration or a closely related field required. An additional four (4) years of the experience outlined below can be substituted for the required degree.
Licensure/certification –
- A minimum of three-five (3-5) years of call center experience, of which included a minimum of two (2) years’ experience in a team-lead, supervisory, or management role required.
- Experience in a hospital/healthcare system preferred.
Knowledge –
- Knowledge of industry standard telecommunication and call center systems and operations required.
- Direct working knowledge with Avaya, ShoreTel, Amtelco, and/or Spok preferred.
Skills –
- Strong leadership skills, including the ability to coach others and lead by example.
- Effective problem-solving skills.
- Effective verbal and written communication skills.
- Effective prioritization and decision-making ability.
- Effective time management skills.
- Exceptional customer service skills.
Abilities –
- Ability to work closely with leadership and staff throughout the organization.
- Ability to establish and maintain effective working relationships with managers and employees.
- Ability to exchange information with others clearly and concisely.
- Ability to respond to frequent pressure to meet deadlines when work speed and sustained accuracy are paramount.
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