About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 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.
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Position Summary:
The Enterprise Support Services Call Center Supervisor is responsible for the success of the enterprise-wide City of Hope Facilities and Support Services call center, which focuses on delivering extraordinary support and response for all emergency and standard work requests for all aspects of facilities building and services support. This supervisor has day-to-day operational oversight for personnel management, quality assurance, resource management, call center satisfaction, SLA's, service tickets, implementing change, and providing occasional frontline coverage. Oversight includes oversight of call center personnel, call center software, call center satisfaction ratings, ticketing software, service level agreements, work completion, stakeholder management, process improvement. This role is key to providing on-time and satisfactory service delivery for enterprise-wide facilities maintenance, biomedical equipment, housekeeping, campus transportation, waste, mail, print shop, pest services, and numerous building support services.
Essential Functions:
Personnel Management
- Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.
Quality Assurance
- Monitors staffing productivity and quality by monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership. Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards.
- Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff. Oversees effective customer service systems, communication and feedback. Serve as the first line of communication and follow through for COH staff via direct means, telephone, email, and written correspondence. Respond and solve problems, including internal and external complaints.
Change Management
- Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems. Manage change to achieve the required strategic planning outcomes.
Resource Management
- Continuously assess and streamline processes, establishes and implements standard work, maintains performance boards, monitors metrics, provides agent performance data and expectations to staff on a continuous basis, coordinates meetings and facilitates workgroups. Maintains equipment by evaluating and installing equipment; develops preventive maintenance programs; calls for repairs; evaluates and implements upgrades. Implements new technology, and acts as a catalyst for change to meet current and future business needs. Provide subject matter and technical expertise in the design and implementation of relevant applications.
Staffing Coverage/Miscellaneous Duties
- Cover frontline staff and perform miscellaneous duties as needed.
- Associates Degree (Experience may substitute for educational requirements)
- 1+ years of healthcare experience as a lead or supervisor
- 3+ years of Call Center and Customer Service experience, preferably in a healthcare setting
Preferred Education:
- Bachelor's Degree
Preferred Courses/Training:
- Six sigma yellow or green belt
Skills/Abilities:
- Integrity, team player, responsible and professional demeanor
- Requires ability to work independently with limited supervision
- Possess excellent customer service skills
- Strong drive for success and personal achievement
- Requires aptitude to influence and to be persuasive
- Must be detail oriented, flexible, and have strong organization skills
- Must be proficient in Microsoft software and varied PC applications.
- Ability to work in a team environment
- Proven experience managing multiple, competing priorities
- Experience thinking through problems creatively
- Proven success working toward measured goals
- Ability to set and manage toward goals through workload management and delegation
Additional Information:
To protect the health of patients and staff and to comply with new State of California mandates, City of Hope staff are required to show proof of full vaccination by September 30, 2021. Compliance is a condition of employment.
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.
- Posting Date: Dec 8, 2021
- Job Field: Support Services
- Employee Status: Regular
- Shift: Day Job