Sr. Director, Member Services Contact Center
Primary Location Spokane, WA
Worker Location Remote
Job Number 1328522 Date posted 12/30/2024
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Description:
Essential Responsibilities:
Job Summary:
Provides strategic guidance and leadership to the operations of the KP Washington Member Services Contact Center. Provides short and long range planning and operational direction to ensure maximum productivity, cost effectiveness and customer service quality.
Essential Responsibilities:
- Identifies, plans for and develops strategies, services and activities to support current and future internal and external customer needs in an efficient, high quality, cost effective manner.
- Develops or reviews recommendations of others that support these requirements, prioritizes initiatives and assigns resources to those projects that are selected for implementation.
- Provides project oversight as required.
- Maintains a focus on customer service by providing policy and procedural direction to managers and staff.
- Establishes and communicates customer service and performance standards, measures and goals that reflect industry best practices and best serve the needs of customers.
- Develops systems to monitor performance and takes corrective action when necessary.
- Drives the planning, budgeting, and goal setting processes that establish performance targets.
- Identifies opportunities for improving customer service and/or reducing costs.
- Initiates actions to realize those opportunities.
- Ensures systems are in place to optimize business operations.
- Participates in preparing the long-range technology plan, evaluating and recommending new technologies to improve efficiency, cost effectiveness, customer service and/or the quality of the work environment at the call center.
- Participates in the selection, evaluation and feedback processes for key personnel.
- Takes disciplinary action and terminates employees when necessary.
- In conjunction with the management team, determines the availability of and access to training programs, oversees program development, sets training and certification guidelines and establishes the linkages with compensation.
- Ensures that the performance management/staff development programs are executed throughout the call center on a timely basis.
- Establishes and maintains effective communications and cooperation with other KP departments and commercial customers to ensure alignment on customer service and other strategic issues.
- Represents the call center in meetings, negotiations and/or task force participation with internal and external customers, other KP functions, vendors and regulatory agencies.
- Supports labor relations staff in handling workforce issues and labor negotiations.
Basic Qualifications:
Experience
- Minimum seven (7) years line management experience in a healthcare setting or a call center or similar environment with progressively increasing responsibilities.
Education
- Bachelors degree required in business administration, healthcare administration, nursing or other business-related field.
License, Certification, Registration
- N/A
Additional Requirements:
- Experience managing a large (100+) group of employees.
- Prior accountabilities for budgeting and resource planning.
- Demonstrated ability to develop and lead effective teams.
- Successful customer service track record and ability to foster a customer service focused working environment.
- Knowledge and application of quality improvement processes.
- Proven time management and multiple task management capabilities.
- Demonstrated communication, influence and negotiation skills.
- Excellent problem-solving, conflict resolution and decision making capabilities.
- Must be able to work in a Labor-Management Partnership environment
Preferred Qualifications:
- Masters degree preferred.
Primary Location: Washington,Spokane,Admin. Center North, Spokane
Additional Locations:
Georgia
Virginia
Baltimore
Denver
Oakland
Pasadena
Portland Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Remote Employee Status: Regular Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee Job Level: Director/Senior Director Department: Regional Call Center - Corona Call Center - 0315 Pay Range: $169800 - $219670 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 10 % of the Time Remote: Work location is the remote workplace (from home) within KP authorized states. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Georgia
Virginia
Baltimore
Denver
Oakland
Pasadena
Portland Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Remote Employee Status: Regular Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee Job Level: Director/Senior Director Department: Regional Call Center - Corona Call Center - 0315 Pay Range: $169800 - $219670 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 10 % of the Time Remote: Work location is the remote workplace (from home) within KP authorized states. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
