Supervisor, IT Hospital Contact Center - Orlando Health - Downtown - Full Time

Position Summary

The Supervisor of IT Hospital Contact Center oversees the daily operations of the IT Hospital Contact Center department by providing leadership, guidance, and mentoring of Contact Center Operators. Support includes creating schedules to provide 24x7 coverages, setting departmental standards, documentation, training, and example setting of outstanding customer service. Activities require overseeing the processing of high volume and often critical calls, receiving Engineering and Clinical Engineering work orders, paging physicians, critical clinical staff, and service technicians.

Essential Functions

• Assists the IT Hospital Contact Center Manager in establishing and implementing policy and procedures for the Corporate Telecommunications Department.
• Assists the IT Hospital Contact Center Manager in developing and maintaining a budget for the Telecommunications Department.
• Ability to analyze and report on call center metrics.
• Insures employee work schedule is prepared according to forecasted call volumes requirements.
• Maintains appropriate staff level, performs interviews and makes hiring decisions in conjunction with the Telecommunications Manager.
• Coaches and counsels staff to maximize their performance.
• Issues both Wide Area and In-house pagers and effectively tracks inventory.
• Troubleshoots equipment and systems in the department and notifies appropriate party to insure equipment problems are resolved in a timely manner.
• Serves as first point of contact for complaints and emergencies affecting their area of responsibility and takes appropriate action to resolve.
• Implements procedures for processing codes and traumas calls quickly and accurately and monitors staff to insure they do the same.
• Provides assistance to and servers as a mentor to IT Hospital Contact Center operators and operator leads.
• Maintains current schedules of on-call personnel and ensures staff is made aware of changes or updates to call schedules.
• Operates and provides basic troubleshooting for specialized computer systems/consoles used to facilitate the rapid processing of messages, work orders and service requests where appropriate.
• Answers and processes a high volume of calls accurately, professionally and with outstanding customer service when necessary.
• Monitors various alarm systems in the work area to quickly and efficiently notify appropriate personnel when an active alarm is received and monitors staff to ensure they do the same.
• Ability to read, interpret and follow processes, policies and procedures and other related documents.
• Dispatches appropriate personnel by radio or paging system.
• Familiar with HICS and able to function during emergency situations.
• Initiates overhead pages accurately and professionally.
• Maintains flexibility in work schedule in order to meet the needs of the departments 24/7 operations, including weekend and night shifts.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• Performs pager change out services when appropriate.
• Coordinates orientation and training for new employees.
• Monitors staff calls for quality improvement efforts and Critical Success Factor statistics.
• Assumes responsibility for professional growth and development and continuing education.

Education/Training

• High School Graduate High School diploma or equivalent required and
• Associate degree preferred

Licensure/Certification

• None.

Experience

• Six Months Call Center experience required
• Some Lead experience preferred