Call Center Supervisor, Health And Wellness

Summary

WORK FROM HOME – FULL TIME

National Jewish Health – Tobacco Cessation Program

• Remote positions with our team are currently available for candidates located in

CO, TX, WI, MN, AZ, CA, IL, FL, VA, HI, OK and NY.**
Position Summary
Supervises and coordinates the daily operations for the coaches within Health Initiatives. This includes service levels, client and participant complaints, employee performance, personnel issues, and training for the department. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures departmental compliance with quality and call center standards.
Essential Duties

• Ensures agents utilize assessment tools, motivational interviewing techniques and maintain motivational interviewing standards in order to meet established metrics and quality scores.
• Manages/supervises and develops an effective staff: providing effective communication, leadership, guidance and resources. Determines staff qualifications and competency: recruits, interviews, selects, hires, trains, orients, mentors, evaluates, coaches, counsels, and disciplines, and rewards. Establishes and monitors staff safety and regulatory compliance.
• Supports the department’s internal assist line and email box. Utilizes interactions with agents to identify, initiate, and drive program, case-management, and departmental improvement. Collaborates with Health Initiatives leadership groups to drive continuous improvements and process efficiencies.
• Participates in a rotating on call schedule.
• Monitors and supports the day to day performance of the call center, including real-time agent performance and agent motivation through positive communication and feedback.
• Supports quality service by monitoring participant satisfaction reporting. Conducts routine call monitoring and review of completed quality audits. Partners with training and quality teams to identify and implement continuing education to meet ongoing call center needs.

Other Duties

• Supports client requests, studies and implementation of new contacts or programs.

Competencies

• Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team, aligns vision with shared values, manages change and encourages innovation.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
• Drive for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Coaching and Teaching Others: Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Champion of Change: Facilitating the implementation and acceptance of change within the workplace. Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.

Supervisory or Managerial Responsibility
Supervises 1-20 employees
Travel
None
Core Values

• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Be available to work as scheduled and report to work on time.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
• Be willing to accept supervision and work well with others.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Be well groomed, appropriately for your role and wear ID Badge visibly.

Minimum Qualifications

• Work Experience: A minimum of two years of call center operations experience and two years of leading and/or supervisory experience required.
• Special Training, Certification or Licensure: None
• Education: Bachelor’s Degree Required, preferably in health sciences, health education, behavioral science, or social science.

Salary Range: $51,000 to $63,000
Benefits
At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset.
With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• FSA and HSA
• Voluntary Benefits, like Accident Insurance, Critical Care and Hospital Indemnity
• Medical Plans, Dental Plans and Vision Insurance
• Wellness Program
• Life Insurance and AD&D
• Retirement Plan
• Sick and Vacation Paid Time Off
• Short and Long Term Disability
• Legal Plan

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