Manager - Atrium Health - Contact Center Sports Med - Rock Hill - FT

Overview

FLSA Status: Exempt Original Date: July 2012 Last Revision: June 2019 

JOB SUMMARY: Accountable for a variety of responsibilities that are essential to the smooth running of a 24/7 call center including the following: developing and maintaining staffing schedules; managing the quality assurance program for non-clinical staff; gathering, analyzing and reporting call center data; and managing the call review process related to complaints and other concerns. May be required to provide supervisory coverage during manager vacations, on holidays and on weekends as requested. This position is severe weather critical. 

EDUCATION/EXPERIENCE: Bachelor's degree in Business, Psychology or other related field. Extensive experience will be considered in lieu of a degree. Two years management experience preferred. Work experience in a health care setting preferred. Call center experience preferred.

LICENSURE, CERTIFICATION, and/or REGISTRATION: Valid North Carolina driver's license. 

ESSENTIAL FUNCTIONS: 1. Develops staffing schedules for all Call Center staff. 2. Manages quality assurance program for non-clinical staff to ensure the highest standards are maintained. 3. Assists managers with ongoing performance management program for Call Center staff. 4. Manages call review process related to complaints, concerns, or other issues. 5. Collects, analyzes and reports on data related to Call Center operations. 6. Serves as departmental liaison with Telecommunications and Information Technology. 7. Assists with achieving financial objectives of the Call Center. 8. Demonstrates responsibility for personal development by participating in continuing education offerings and department / hospital activities. 

SKILLS/QUALIFICATIONS: Excellent oral, written and interpersonal communication skills Microsoft Word, Excel, Access, PowerPoint and Publisher Ability to adapt in a changing environment Ability to handle multiple projects requiring attention to detail Must be self-motivated Superior problem solving skills Dedication to providing exceptional customer service Good organizational skills and attention to detail Demonstrated ability to work well in a team environment Ability to work well in stressful and difficult situations 

WORK ENVIRONMENT: Clean, well lit comfortable climate Subject to interruptions Subject to stressful situations Moderate noise environment Subject to irregular hours 

PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum