Supervisor - Communication Services/Service Response - Detroit Jo...
Henry Ford Health - Detroit, MI, United States, 48228
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Overview
Supervisor - Communication Services/Service Response - Detroit
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Supervisor - Communication Services/Service Response - Detroit
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General Summary
Under the direction of the Manager, Communication Services/Service Response Center completes a variety of duties including, but not limited to providing overall supervision of 24/7 in-house Service Response Call Center, Operator Services, and Inter-Department/U.S. Mail Services to ensure effective delivery of communication services to internal and external
General Summary
Under the direction of the Manager, Communication Services/Service Response Center completes a variety of duties including, but not limited to providing overall supervision of 24/7 in-house Service Response Call Center, Operator Services, and Inter-Department/U.S. Mail Services to ensure effective delivery of communication services to internal and external
customers.
Principal Duties And Responsibilities
Supervises the activities of department personnel, includes: work scheduling, motivation, coaching, hiring, performance appraisals, disciplinary action, and all other employee related issues
Conduct and develops departmental orientation programs and in-service training to acquaint employees with equipment, policies, procedures, etc.
Develops and analyzes operational statistics for monitoring employee performance
Promote customer service standards to ensure high service levels are achieved
Develop performance and motivational goals to promote positive team work
Provide input for system development and enhancements
Recognize and reward staff for jobs well done
Maintain budget accountability
Maintain internal and external department communications
Provides other related duties as directed.
Running reports for Plant Operations that include critical alarm reports, regulatory reports and follow-up of critical alarms, etc.
Follow-up on customer issues both internal and external.
Education & Experience
- Associates degree or equivalent experience required. Bachelor's degree or higher, preferred.
- Minimum of 2 years of call center services experience.
- Minimum of 2 years supervising or leading employees in a call center environment.
- Experience in a hospital/healthcare system call center services environment preferred.
- Knowledge of call center telephony and analysis.
- Excellent verbal communication and customer service skills.
- Ability to multi-task in a very fast paced, team-oriented environment.
- Computer skills and experience preferred/Office/Excel/Word.
- Organization: Henry Ford Hospital - Detroit Main Campus
- Department: Communication Services
- Shift: Day Job
- Union Code: Not Applicable
Seniority level
Seniority level
Associate
Employment type
Employment type
Full-time
Job function
Job function
Marketing, Public Relations, and Writing/EditingIndustries
Hospitals and Health Care, Insurance, and Wellness and Fitness Services
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