Supervisor Switchboard
Job Description
Facility: Valleywise Health Medical Center
Department: IT Service Management
Schedule: Regular FT 40 Hours Per Week
Shifts: Days
Under the direction of the Manager IT Service Center, this position will be responsible for directing and supervising the organization's 24x7 IT Switchboard staff, ensuring that customers are provided timely, courteous service while maintaining steady workflow and meeting service, quality, and productivity standards. This position will assist in developing strategic initiatives and implementing the policies and procedures to support the work of the Communication Operators. The Switchboard Supervisor will interface with other Valleywise Health and DMG managers and supervisors to discuss communication protocols that will result in process improvements and will be responsible for all "on-the-floor" activities to meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.
Annual Salary Range: $65,686.40 - $96,886.40
Qualifications
Education:
- Requires a high school diploma or GED.
- An associate’s degree or higher in Information Technology or a related field is preferred.
Experience:
- Requires a minimum of six (6) years of progressively responsible call center or switchboard experience demonstrating a thorough understanding of the required knowledge, skills, and abilities.
- Prefer prior supervisory or indirect leadership experience.
Certification/Licensure:
- ITIL Foundation certification is preferred.
Knowledge, Skills, and Abilities:
- Must understand and apply principles and the implications of various options available for solving problems.
- Must demonstrate highly developed knowledge of the organization, people, products, customers, business processes, and information systems.
- Must be able to multi-task, combining the ability to coach agents, handle challenging customers, readily shift priorities, and lead call center initiatives while ensuring service level and quality objectives are achieved.
- Must be familiar with various call center concepts, practices, and procedures and will be required to rely on extensive experience and judgment to plan and accomplish goals while performing various tasks and leading and directing the work of others.
- Must possess leadership skills and knowledge of call-tracking methodologies, statistical analysis, staff development, computer systems, and advanced call-processing applications.
- Requires familiarity with ITSM processes and best practices.
- Must communicate orally and in writing with external and internal customers, teammates, and other hospital personnel.
- Requires the ability to read, write, and speak effectively in English.
Application Instructions
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!
Apply OnlinePay: $31.58 to $46.58/hour
$31.58 - $46.58
Posted: 1/14/2025
Job Status: Full Time
Job Reference #: 45491