Manager, Call Center Operations, Downtown, Evenings

University of Maryland Medical System•Baltimore, MD

7d•$97,760 - $146,723•Onsite

About The Position

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed. Primary Responsibilities : Maintain oversight of staffing levels and ensure performance standards are met with professionalism and adherence to protocols. Develop and implement onboarding and ongoing training programs to support staff competency, especially around evolving operational procedures and safety standards. Ensure compliance with applicable federal and state laws, rules, regulations and UMMS policies and procedures. Monitor key performance indicators, identify trends, and recommend improvements to optimize service delivery and operational excellence. Provide technical guidance on communication infrastructure, including alarms, security systems, elevators, and specialized equipment (e.g., code carts). Collaborate with Security to uphold safety and emergency response protocols within clinical and non-clinical areas. Investigate and respond to customer complaints and service failures; implement timely corrective actions consistent with Just Culture and HR standards. Support facility safety programs, including environmental rounding and clean sweeps, in alignment with the Environment of Care initiative. Develop and manage operating and capital budgets; collaborate with Finance and operational leaders to ensure optimal resource utilization. Define, track, and report on service metrics and response times through dashboards and work order systems; establish benchmarks for service level agreements (SLAs). Promote a culture of high reliability and patient-centered care through effective communication, change management, and staff engagement. Lead Administrator-On-Call coordination and support emergency management functions, including Hospital Incident Command System (HICS) activation and 24/7 service continuity. Foster a culture of collaboration, problem-solving, innovation, continuous learning, and a one-team mindset. Perform managerial functions including hiring, training and development, and preparing performance reviews in accordance with UMMS policies and procedures. Perform other duties as assigned.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, or related field, or the equivalent combination of education, training, and experience.
Minimum 7 years of progressive work experience in call center, healthcare operations, or communications center environments, including a minimum of 4 years in a managerial role.
Advanced knowledge of call center operations, including workforce management, service level optimization, and emergency response protocols.
Advanced knowledge of telecommunications systems (e.g., Automatic Call Distribution (ACD), alarm monitoring, emergency codes, elevator systems, etc.).
Proficient in designing and delivering training programs for staff including creating user-friendly training materials, job aids, and documentation to support onboarding and ongoing competency.
Ability to analyze trends, evaluate data, and develop strategic solutions to optimize performance, resolve operational issues, and support long-term goals.
Demonstrated ability to handle escalations, resolve complaints, and implement service recovery in alignment with Just Culture and organizational values.
Proficient in developing operational plans, managing budgets, and supporting capital planning.
Advanced skill using innovative thinking to solve problems and facilitate the decision-making process.
Advanced skill articulating complex technical concepts to non-technical audiences.
Ability to successfully motivate and inspire team members to high performance levels.
Ability to lead and manage teams efficiently, prioritizing tasks, optimizing workflows, and establishing a goal driven environment with clear procedures and performance metrics.
Effective leadership skills, including situational awareness, conflict resolution, establishing alignment and clear direction, and driving continuous improvement.
Proven ability to manage vendor relationships and coordinate with corporate contracting to optimize service delivery and achieve cost optimization.
Effective skill presenting findings, conclusions, alternatives, and information clearly and concisely at all levels within the organization.
Advanced skill developing and maintaining collaborative working relationships with all levels of leadership and staff.
Advanced analytical, critical thinking, planning, organizational, and problem-solving skills.
Advanced verbal, written, and interpersonal communication skills.
Advanced skill in the use of Microsoft Office Suite (e.g., Excel, Word, Project, PowerPoint).

Nice To Haves

10+ years of combined experience in healthcare operations, call center leadership, or emergency communication services.
Familiarity with medical terminology and healthcare regulatory requirements.
Experience with technology platforms (e.g., Spok, AMION, etc.).

Responsibilities

Maintain oversight of staffing levels and ensure performance standards are met with professionalism and adherence to protocols.
Develop and implement onboarding and ongoing training programs to support staff competency, especially around evolving operational procedures and safety standards.
Ensure compliance with applicable federal and state laws, rules, regulations and UMMS policies and procedures.
Monitor key performance indicators, identify trends, and recommend improvements to optimize service delivery and operational excellence.
Provide technical guidance on communication infrastructure, including alarms, security systems, elevators, and specialized equipment (e.g., code carts).
Collaborate with Security to uphold safety and emergency response protocols within clinical and non-clinical areas.
Investigate and respond to customer complaints and service failures; implement timely corrective actions consistent with Just Culture and HR standards.
Support facility safety programs, including environmental rounding and clean sweeps, in alignment with the Environment of Care initiative.
Develop and manage operating and capital budgets; collaborate with Finance and operational leaders to ensure optimal resource utilization.
Define, track, and report on service metrics and response times through dashboards and work order systems; establish benchmarks for service level agreements (SLAs).
Promote a culture of high reliability and patient-centered care through effective communication, change management, and staff engagement.
Lead Administrator-On-Call coordination and support emergency management functions, including Hospital Incident Command System (HICS) activation and 24/7 service continuity.
Foster a culture of collaboration, problem-solving, innovation, continuous learning, and a one-team mindset.
Perform managerial functions including hiring, training and development, and preparing performance reviews in accordance with UMMS policies and procedures.
Perform other duties as assigned.