Director, Contact Center

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 4000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's 20 leading cancer centers that develops and institutes standards of care for cancer treatment.

Job Title: Director, Contact Center

Requisition ID: 10509

Location: Irwindale, CA

Position Summary:

Responsible for the successful operation of a customer contact management site managing both human and material resources. Needs to establish and clearly communicate all hospital strategy and key performance indicators to the contact center team at all levels, provide feedback regarding operations to include budgeting, goal setting, performance management, company policy and procedure and monitoring overall performance to lead to successful results. Supports both internal and external customers in achieving service level, key performance indicators, metrics, quality goals, caller/patient satisfaction, single call resolution and budgetary goals. Responsible for operating systems, policies and procedures within the site including development, implementation, and continual improvement of processes to best achieve overall City of Hope's strategic and tactical business goals. Responsible for leading process improvement efforts within the contact center. Provides leadership and management to contact center staff and associates; seeks to achieve overall staff satisfaction; provides development of site's supervisory team; ensures training and development for supervisors and associates. Serves as an effective hospital partner to multi-departments working in conjunction with peers; supports the broader business line and medical center to achieve goals. Represents City of Hope as a leading healthcare organization both on a local, state national and international level.

Key Responsibilities include:

Essential Functions:

Daily operation of City of Hope's patient centered contact centers to include oversight of the clinic and ancillary scheduling call center, an academic call center, nurse phone triage and PBX operators. Budgeting, goal setting, performance management, company policy and procedure and monitoring overall performance to lead to successful results. Responsible for operating systems, policies and procedures within the contact centers including development, implementation, and continual improvement of processes. Responsible for leading process improvement efforts within the contact center.Establish and communicate hospital strategy and key performance indicators to call center. Provides leadership and management to contact center staff and associates; provides development of site's supervisory team; ensures training and development for supervisors and associates.

30% Daily management of contact center operations

Provide day to day leadership of contact center operations including the initial development, implementation and launch. Meets call center financial objectives by estimating requirements; preparing annual budget; managing expenditures; analyzing variances; initiating corrective actions.

25% Daily performance management and analysis

Monitor daily performance for metric achievement and ensure corrective action is taken when necessary. Analyze call center operations to evaluate effectiveness. Based on analysis recommend changes to better serve patients.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

15% Issue resolution

Analyze trends to proactively address and/or respond quickly and professionally to all issues received. Evaluate and facilitate changes to business processes and work flow.

10% Metric monitoring and quality assurance

Maintain and accurately report key department operating and tracking statistics. Monitors calls and gives feedback to increase quality. Monitor & observe calls and provide timely feedback to ensure quality standards and compliance with policies and procedures.

10% Customer Service Training

Train and develop contact call center rep skills through a variety of methods such as one-on-one training sessions, group meetings, role playing, email communication, certification process administration and progressive discipline. Ensure a high level of customer service by conducting weekly quality monitoring of calls; motivating and encourage agents through positive feedback; taking difficult calls when an agent needs assistance; working to resolve patient and provider complaints; establish regular meetings with providers and other departments to review call center performance.

10% Process improvement implementation & Communication

Plan and communicate changes in processes, policies and/or procedures in a clear, concise and expedient manner throughout the contact call center.

Minimum Education: Four-year college degree in Business Management / Administration or other pertinent field, Master degree preferred.

Minimum Experience: 5-10 years managerial experience, preferably directing a contact center or overseeing a performance improvement department.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.


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