Telephone Service Center Manager

New York University; New York (NY); On-site; USD 102,200 - 122,200; Full time

Job summary

New York University is seeking a Manager of the Telephone Service Center to lead strategic planning and operations for patient and student support lines.

The role focuses on improving customer experience, quality management, workforce planning, coaching, and training, with attention to SLA attainment, staffing utilization, and efficient call handling. Strong leadership and policy development are essential.

Qualifications

• Bachelor's Degree required.
• 5+ years leading Telephone Service Center operations.
• Experience developing policies and procedures.
• Experience managing budgets and staff training.
• Clinical, dental, or medical background required.

Responsibilities

• Strategic planning and execution of Telephone Service Center operations.
• Improve patient and student experience through quality management.
• Lead staffing planning, recruiting, coaching, and training.
• Manage SLA adherence and call center metrics.

Skills

Planning

Statistical analysis

Communication

Project management

Policy development

Budget management

Staff coaching

Education

Bachelor's degree

Job description

Position Summary

The manager of the Telephone Service Center is responsible for the Strategic Planning and execution of all Telephone Service Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer (patients, students, etc.) experience. Strategic emphasis is on patient customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, high recall acceptance rates, staffing utilization, and low call handling time. A commitment to excellence demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale. The manager effectively manages the Telephone Service Centers ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new techniques to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall college operational targets as well as the daily business decisions. The manager of the Telephone Service Center executes the vision for the operation insuring the Call Center meets customer and organization needs. The manager will continuously engage in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.

Qualifications

Required Education: Bachelor's Degree

Required Experience: 5+ years progressively responsible professional level experience leading Telephone Service Center operations including developing policies and procedures, managing budget and staff training or an equivalent combination of education and experience. Must have clinical, dental, or medical background.

Required Skills, Knowledge and Abilities: Effective planning, statistical and analytical skills, communication and project management skills. Proven ability to develop and implement policies and procedures. Comprehensive knowledge of regulations governing Article 28, managed care and commercial insurance plans.

Preferred Skills, Knowledge and Abilities: Knowledge of Medicaid and HIPAA including administrative best practices in dental or in a healthcare environment.

Additional Information

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $102,200.00 to USD $122,200.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items. NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.