Telephone Service Center Manager

New York University • New York, NY

36d • $102,200 - $122,200

About The Position

The manager of the Telephone Service Center is responsible for the Strategic Planning and execution of all Telephone Service Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer (patients, students, etc.) experience. Strategic emphasis is on patient customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, high recall acceptance rates, staffing utilization, and low call handling time. A commitment to excellence demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale. The manager effectively manages the Telephone Service Centers ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new techniques to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall college operational targets as well as the daily business decisions. The manager of the Telephone Service Center executes the vision for the operation insuring the Call Center meets customer and organization needs. The manager will continuously engage in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.

Requirements

• Bachelor's Degree
• 5+ years progressively responsible professional level experience leading Telephone Service Center operations including developing policies and procedures, managing budget and staff training or an equivalent combination of education and experience.
• Must have clinical, dental, or medical background.
• Effective planning, statistical and analytical skills.
• Communication and project management skills.
• Proven ability to develop and implement policies and procedures.
• Comprehensive knowledge of regulations governing Article 28, managed care and commercial insurance plans.

Nice To Haves

• Knowledge of Medicaid and HIPAA including administrative best practices in dental or in a healthcare environment.

Responsibilities

• Strategic Planning and execution of all Telephone Service Center operations.
• Management and leadership of processes for the continuous improvement of the customer experience.
• Focus on patient customer care, quality management, workforce planning, recruiting, coaching, and training.
• Achieve performance metrics including call efficiency, low abandonment rate, high recall acceptance rates, staffing utilization, and low call handling time.
• Implement continuous staff development programs to enhance employee engagement, service, knowledge, skills, and morale.
• Manage the Telephone Service Center's ability to provide high-quality services while meeting Service Level Agreements (SLA).
• Improve call performance, increase resource utilization, and adapt new techniques to increase efficiency and achieve metrics.
• Contribute to overall college operational targets and daily business decisions.
• Execute the vision for the operation, ensuring the Call Center meets customer and organization needs.
• Lead and inspire the team in developing and documenting best practices in the performance of all duties and responsibilities.

Benefits

• In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $102,200.00 to USD $122,200.00.
• NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040.
• NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager