Manager, Contact Center Quality - Dignity Health - Rancho Cordova, CA

13 Apr 2015 8:10 AM | Anonymous

Manager, Contact Center Quality - Rancho Cordova, CA 

 

The Manager, Contact Center Quality is expected to provide a Quality Management Program to maximize the effectiveness of all service delivery systems and financial performance. Engages staff and cultivates a contact center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the medical group's way and culture. Effectively manages all aspects for developing and delivering a quality program for the assigned contact center(s), including identifying training and developmental opportunities. Works closely with contact center management, staff and providers to ensure that all fiduciary and contact center goals are met. Develops curriculum and delivers training to staff and reports on improvement attributable to training. The incumbent must have strong communication skills and be able to successfully interact with all levels of positions within the organization. Proactively determines quality developmental priorities through planning, coordination and engaging staff and providers to meet the care center's administrative, operational and support requirements. The Manager, Contact Center Quality has a responsibility to safeguard patient health and financial information.   REQUIREMENTS: - Possesses 3 years of managing a contact center quality management program in a large and multi-site organization with workforce optimization technology. Has demonstrated success in developing quality programs to ensure high performing customer center contact center with superb customer and employee satisfaction that consistently met/exceeded operational, service, and budget goals and metrics. Demonstrated ability to identify, create and deliver effective training in a contact center environment. 5 years contact center quality management experience with 3 years in a healthcare environment preferred. Experience managing and delivering quality programs in a mutli-channel contact center preferred. Previous management experience in a union environment preferred. Bachelor's Degree in business or similar field, or equivalent experience required. Equivalent experience should include contact center management and quality management. - Possesses strong analytical skills and ability to conduct root-cause analysis on complex subjects and translate findings into appropriate action. - Ability to translate organizational strategy into operational improvements using Quality Management Program. - Fluent in current contact center technologies including Knowledge Management, Learning Management Systems (LMS) and Content Delivery Systems. - Has experience developing a quality program to improve patient service delivery through quantitative and qualitative measurements such as patient surveys and contact center performance metrics. - Excellent facilitation, presentation, communication, organization, conflict resolution skills and capabilities. - Superior leadership and facilitation skills, particularly in cultivating a high-performing, highly engaged and diverse team. Has a successful record of developing and coaching contact center staff. - Advanced knowledge of Microsoft Excel, Access, Word, and PowerPoint. - Learning Management Systems (LMS) experience such as Cornerstone and content authoring tools - Adobe Captivate or Articulate. - Experience managing Knowledge Management Systems.   For more information and to apply, please visit www.dignityhealthcareers.org (Job ID 1500008201)  

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