Supervisor, Call Center

Oregon Health & Science University•Portland, OR

About The Position

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions. The Supervisor, Campus Operators and Physician Advice & Referral Service of ITG/Unified Communications is responsible for overseeing the day-to-day operations of the 24x7, mission critical Call Center and Physician's Advice & Referral Services. This position is responsible for providing leadership to Call Center Agents. This is a position that involves excellent communication and teamwork skills and measures results as perceived from customers. The level of customer satisfaction measures the success of this unit.

Requirements

Associates degree or equivalent and 1 year of progressive leadership experience in a customer service contact center or IT environment; OR High School Diploma or GED equivalent and 3 years of progressive leadership in a customer service contact center or IT environment.
Minimum 2 years of direct supervisory experience in a contact center.
Excellent written, spoken and listening skills.
Excellent interpersonal skills; proven and recognized as a team player with excellent coordination and communication abilities.
Leadership skills in team building and staff development.
Call center experience.

Nice To Haves

Experience in a Union environment.
Experience in a health care setting, understanding user communities’ needs and requirements.
Experience overseeing IT staff.
Experience in a 24/7 contact center.
Knowledge of technology in use at OHSU, specifically Spok.
Work Force management staff scheduling.

Responsibilities

Functional Management Provide leadership, oversight, and direction to Call Center staff.
Assist Director, Unified Communications in setting performance expectations.
Perform employee performance reviews, monthly monitoring.
Conduct staff meetings and provide training opportunities.
Ensure staff is adequately trained to perform job functions.
Develop and maintain new employee training and in-service training when technology changes and establish clear annual performance evaluation criteria.
Ensure workload assignments are balanced, quality of service is exceptional, and performance benchmarks are met.
Act as team liaison, facilitator and trainer.
Establish a process to continually review and evaluate team feedback in concert with the manager.
Provide management reports that measure critical success factor trends and processes needing improvement.
Participate in developing and disseminating new and updated documentation pertaining to work unit standard operating procedures and policies.
Assure that department standards and practices for providing call center services comply with OHSU policies, directives and guidelines.
Market OHSU Unified Communications services to faculty, staff, and students in concert with the manager.
Availability after-hours on occasion to work through technical issues, escalation, resolution, and/or communication as needed.
Relationship Management Work closely with areas within ITG to implement technology in support of Call Center services.
Collaborate with other OHSU call centers to provide excellent customer service to the OHSU community and customers.
Partner with Provider Relations Managers for outreach to external providers ensuring quality service is being delivered.
Partner with other OHSU departments that provide customer service to the user community.
Represent ITG/Unified Communications as appropriate on committees.
Other Responsibilities Fiscal management - work with Director to review and update existing processes to streamline efficiencies and reduce operating costs.
Continued professional development.
Other duties as assigned.