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MANAGER, COMMUNICATION CENTER
Job Title: MANAGER, COMMUNICATION CENTER
Job Code: 1001
Job Level: 12
Revised Date: 03/01/2018
Job Family: JF 28
This position will be the Manager responsible for day-to-day operations of the 24X7 Duke Communications Center. The position will be the primary interface with the Duke Communications Center Senior Manager and Service Operations Center Director. Position will be responsible for ensuring service delivery commitments are met or exceeded. Manager will be accountable for the operational execution of day-to-day inbound calls for emergency code processing and non-emergency requests. Manager will be accountable for participating in Major Incident response and resolution with regard to all services necessary to support the call center. Manager will need to ensure operational requirements are documented/updated in the Spok application and will ensure training, education and knowledge is transferred to the operator team prior to new or changed services moving into production. Manager will monitor the ACD to ensure calls are not pending in the queue and when required add additional resources to answer calls supporting patient care and the Duke Community. Additionally, the manager will monitor the recorded call within the call manager to ensure that performance and quality metrics are being monitored and align with committed response and resolution targets.
Establish day-to-day operational procedures that align to customer needs.
Track and trend individual and group performance to ensure operational targets are being met.
Execute the day-to-day functions that contribute to the development of the strategic focus for the department.
Responsible for managing all personnel actions for staff, which include but are not limited to hiring process, performance management, career development, time off requests, work schedules, disciplinary actions and staff recognition.
Utilize resources to ensure 24X7 operational support is in place. This includes working with service owners to ensure coverage for scheduled outages, proper testing and failover procedures are in place.
Create and support a work environment that promotes and recognizes the DUHS Values: Caring for Our Patients, Their Loved Ones, and Each Other through Teamwork, Diversity, Safety, Integrity and Excellence.
Motivate and focus staff on mission, vision, values and goals.
Execute internal operating policies, processes and procedures consistent with call center best practices; establish performance measures and adequate staffing to ensure service availability. Drive and enforce ownership of quality and customer satisfaction.
Working with Technical Liaisons, ensure roles and responsibilities across all Communications Center Processes (Non-emergency and emergency call handling processes, alarm monitoring, on-call schedule update, paging processes) are executed as committed.
Ensure solid operational execution and service levels are exceeded.
Conduct monthly/quarterly customer review meetings to maintain customer relationship, ensure updated documentation, maintain open lines of communication, and provide a path for service escalations.
Work with the Measurement and Reporting Technical Lead to develop reports that track and analyze trends in Operational performance against CSFs and KPIs.
Work with Measurement and Reporting Technical Lead to develop operational scorecards for performance trending and analysis.
Foster a customer centric approach to service operations.
Track and manage operational change requests that affect service delivery within the call center. Identify opportunities for standard pre-approved changes, document required test plans, results and risk/impact by working with Technical Liaisons and Change Process Owner.
Maintain online training tools to ensure most efficient and effective training
Required Qualifications at this Level
Bachelor's degree or equivalent years experience. ITIL V3 Foundations certification required.
Five plus years of call center experience in a multi-facility environment. Experience with managing operational procedures for emergency code call processing, alarm management, performance management and workforce management. Solid operational and business acumen. Strong knowledge of information technology, business requirements and ITIL Framework. Ability to work across teams and partner with service and process owners. Identify and influence service operational improvement initiatives and suggestions. Experience working with monitoring solutions, call center technologies and telephony systems.
Strong interpersonal and communication skills (verbal and written with both technical and non-technical staff), including public presentation skills
Self-motivated, goal-oriented and team player
Successful candidates will possess a solid understanding of information technology, operations support structures and ITIL framework.
Ability to identify potential service interruptions and escalate accordingly.
Must have working experience with providing customer with day-to-day support by responding to, documenting, tracking, resolving and managing customer issues, questions and requests.
Manage and respond to Customer Satisfaction responses and scores identifying areas of improvement.
Demonstrated ability for oral and written communication with senior management and healthcare providers.
Ability to participate in technical bridge line to articulate issues, ensure cross technical team collaboration and quick resolution.
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.