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Senior Clinical Service Delivery Manager

Ceridian

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Job Snapshot

Location:

Saint Petersburg, FL 33711 ( map it!

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Employee Type:

Full-Time

Industry:

Advertising

Manages Others:

Not Specified

Job Type:

Government

Education:

Graduate Degree

Experience:

Not Specified

Travel:

None

Post Date:

11/3/2009

Contact Information

Ref ID:

28546

Description Job Responsibilities:

Provide operational oversight and management of on-site Service Delivery Managers (SDM) and Clinical Service Delivery Managers (CSDM) in collaboration with Director, Call Center Operations and under the direct supervision of VP, Service Delivery Operations
Close collaboration with Sr CSDMs at other MOS Call Centers to ensure consistency of service in concert with our “One Center – Multiple Locations” philosophy
Cascade company vision, goals and objectives to all managers and other reports. Meet regularly with direct reports to identify progress toward objectives
Monitor consistent implementation of company policies and procedures
Monitor consistency across centers in all workflow processes and procedures to attain maximum efficiency with quality service delivery
Actively monitor the customer recovery process and responding to customer complaints when needed
Promote a strong continuous improvement learning process
Monitor staffing consistency and quality in the recruitment, selection, orientation and training practices within the call center
Monitor existing key service delivery metrics and provide appropriate leadership as needed
Work with SD Operations in the development and/or refinement of metrics to improve business performance and customer service as appropriate
Support strong working relationships within the management and consultant teams across the call center
Monitors this with annual skip level interviews.
Serve as representative of Service Delivery when interacting with internal and external customers.
Monitor and Effectively model leadership and create a culture of positive energy and dedication
Create a team culture where employees feel heard and valued
Strong management skills (planning, organizing, implementing and performance management) with the ability to engage employee feedback in the design and implementation phases
Provide opportunities and coaching for progression planning
Can resolve and execute on any issues that arise
Effectively establishes and maintains cross functional and cross location partnerships
Demonstrate good financial awareness and decision making by identifying cost versus benefit and ROI
Proactively manage team budget with the ability to address variance and forecasting
Effectively communicate the relationship between service delivery practices and budgetary implications
Effectively manage total service quality / address needs of users in the most timely, least costly and highest quality manner
Effectively manage the PMP process to include personal and professional performance and development
Provide leadership on all professional aspects of MOS service delivery to ensure appropriate, ethical and quality services are delivered to users.
Responsible for ensuring that appropriate processes are in place, and that employees receive coaching, training and development they need to provide effective and efficient services in a telephonic environment
Teach and coach employees about the multi-faceted context of the professional services and of the ethical and other professional decisions they make
Provide group facilitation sessions, trainings and other leadership skills, as well as content knowledge about operational issues and knowledge about developments in the EAP, Worklife and related professions
Facilitate sharing of information and feedback on operational issues, trends, process and procedures with other call center managers and supporting key leaders to include MOS and LW Senior Leadership.
Develop and execute plans, programs, process and procedures that meet the needs of individuals and/or business
Make daily moment-to-moment decisions related to professional/ethical service delivery practices
Effectively manage the hiring process
Understand, implement and monitor adherence to HR Policies and Procedures
Manage time and attendance
Provide learning opportunities for professional growth of employees
Plan, prepare for, structure and facilitate clinical consultation groups and other individual clinical consultations and training (to include CEAP advisement groups as needed, as well as content knowledge about clinical issues and knowledge within the EAP, Worklife and related professions
Provide clinical supervision on all professional aspects of MOS service delivery to ensure appropriate, ethical and quality services are delivered to users
Facilitate sharing of information and feedback of clinical trends and training needs that surface during supervision activities with VP, Clinical Services as well as other Clinical Service Delivery Managers, Service Delivery Managers, Coordinators or Clinical Services, and other supporting staff and senior leadership as appropriate
Conduct clinical consultations as needed with the VP Clinical Services
Facilitate group and individual inputs to the development of company and Client Clinical policies and to understand, evaluate and implement clinical procedures
Participate in weekly service center manager meetings and other manager meetings as requested to provide input to the development of company policies and to understand, evaluate and implement company procedures
Will make daily, moment-to-moment decisions related to professional/ethical service delivery practices

Qualifications:

Master’s Level Degree in a Behavioral Science or appropriate related field
Minimum of five years of supervisory or direct management experience
Licensed in Behavioral Health or related field
CEAP preferred
Call Center Supervisory or Management Experience Preferred
Knowledge of Avaya CentreVu and Workforce Management software Preferred
Cross- location management experience a plus
Proven ability to lead, teach, and guide others in daily routine and crisis situations
Must have past experience with group facilitation and training
Must be an excellent communicator with the ability to deliver constructive feedback and difficult messages as well as the ability to motivate and lead staff
Must be extremely flexible and accessible when working in a 24x7 service environment, where employee and customer needs are the main priority
Computer experience and expertise and comfort with using technology as integrated tool for process evaluation, development and implementation
Strong customer focus, orientation and training
Must be self-directed and have the ability to stay current and an expert in the field
Preference for former Military or Military Spouse or Veteran or Wounded Warrior
Negotiation and conflict resolution skills
Collaboration skills
Excellent time management, organizational and analytical skills. Detail oriented
Six Sigma, Lean or related performance improvement training preferred
Ability to make timely decisions
Ability to develop employees at all levels
Ability to maintain appropriate confidences and boundaries
Good judgment, common sense
Ability to understand and explain context of business decisions and plans
Ability to plan and execute
Problem solving and decision making skills
Proactive in identifying areas of improvement and acting upon it
Ability to adapt to change and effectively manage change
Expertise in EAP and WorkLife

Requirements Call Center,CEAP,Clinical,EAP,Management,Military,Military Spouse,Relationship Management,Social Work

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