Manager, Call Center - Emergency Communication

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Primary role:
This position reports to the IT Director of the Duke Communication Center team and is responsible for managing DHTS personnel on the Duke Emergency Communication Center Team. The manager provides communication and direction in supporting and maintaining the Customer Support function and maintains liaison with DHTS, health system management, and customer representatives.
The Telephone Operator is responsible for emergency dispatch for the university and health system call centers in a 24/7 environment. They are responsible for answering emergency telephone calls from visitors and staff on campus to facilitate communications through the use of multiple communication tools and systems. They also serve as the Emergency Dispatch Center for staff, physicians, and the community located on-site.
Essential tasks/responsibilities:
•Manage projects and tasks for a team of operators in support of the above role.
•Provide technical and strategic leadership to the team.
•Establish day-to-day operational procedures that align with customer needs.
•Work with the management team to develop a strategic vision.
•Manage the day-to-day operational staff activities and assignments as well as all Service Operation Center functions and personnel.
•Monitor staff progress, report status, and metrics.
•Utilize resources to ensure 24X7 operational support is in place. This includes working with service owners to provide coverage for scheduled outages, proper testing and failover procedures are in place.
•Participate in other project planning efforts as they relate to Duke Health initiatives, including project management on key efforts.
•Participate in the development and management of operating and capital budgets .
•Participate in all personnel management functions, including hiring, terminations, personnel evaluations and performance reviews, including disciplinary action when required.
•Train, coach, and mentor Service Desk Analysts and other staff.
•Must participate in Crisis Management efforts, which includes 24/7 on-call rotation.
•Required to be on-call in support of team questions/challenges
Education/training
Required: BA/BS degree or equivalent relevant training or experience
Experience
Required:
3 - 4 years of team leadership/supervisory experience
3 - 5 years of related customer support
Preferred: Health profession and /or Duke experience
Special competencies/credentials
Required:
•
Business skills with a focus on customer satisfaction
•Excellent time-management and organizational skills
•Demonstrated written and verbal communication skills
•Excellent interpersonal and team-building skills
•Proven experience in a customer service center setting
•Leadership and conflict management skills
Preferred
• Ability to effectively communicate with Hospital Leadership and technical personnel at
various levels in the organization
• Analytical and solution-oriented
• Self-motivated and goal-oriented
• Familiarity with call center management tools and service management frameworks,
e.g., ITIL, Six Sigma, finesse, and Spok.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

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Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.