Supervisor, Communications – Telecom – Long Island

NYU Langone Hospital—Long Island is a 591-bed university-affiliated medical center, which offers sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of medicine and surgery. We are a major regional healthcare resource with a deep commitment to medical education and research, offering a full complement of inpatient and outpatient services. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

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Position Summary:
We have an exciting opportunity to join our team as a Supervisor, Communications – Telecom – Long Island.

In this role, the successful candidate under limited supervision of the Sr. Manager, the Long Island Call Center Manager provides independent leadership and actively promotes a culture of quality and safety throughout NYUL Hospital – Long Island and NYUL- Suffolk. This person oversees the daily operations of the call center and their employees. Responsible for contributing to the development and training of employees within the group through performance coaching and acting as a mentor. Leads discussions regarding daily operations of the department, contributes to the implementations of policies and procedure, and processes.

Job Responsibilities:

1. Provide leadership on the determination of the call centers operational strategies by conducting needs assessments, performance reviews, and capacity planning and cost/benefit analyses.
2. Supervise department staff including hiring, training, evaluating performance, disciplining, and coordinating all employee related matters. 
3. Provide operator staff with an effective on-going training plan and supply valuable information and tips on how to optimize the multiple system features and functionalities to maximize job performance.
4. Prepare call center performance reports by collecting, analyzing, and summarizing data trends.
5. Maintain a wide variety of manual and electronic documents, files and records (e.g. certificates, performances evaluations, etc.) to ensure availability of up-to-date information to Telecom administration.
6. Responsible for proper execution of all business rules for the operator console platform and API integration.
7. Track weekly and monthly trends (e.g. Dashboard, attendance / absentees, attrition and metrics boards. 
8. Identify and evaluate state-of-the art technologies; define user requirements; establish technical specifications and productivity and customer service standards.
9. Responsible for maintaining and monitoring all call center technologies. 
10. Serve as a representative of the department at internal and external project workgroups and stakeholder meetings.   
11. Responsible for current revisions of NYUL Hospital — Long Island and NYUL Suffolk policies and procedures library upkeep. 

Minimum Qualifications:
To qualify you must have a Bachelors Degree Required.
3-5 years experience related to switchboard/telephone operator, and customer service experience, preferably in a Healthcare setting, with 1-2 of those years being in a management or supervisory role.
Excellent communication (both oral and written), organization, multi-tasking, customer service skills.

Preferred Qualifications:
Experience with knowledge of hospital organizational setup. The ideal candidate is experience in managing multidisciplinary teams, working with professionals with a variety of skills and backgrounds. Experienced with Union Bargaining Agreement & Contracts. Proven ability to work with complex quality performance measurement and improvement tools. Utilize tools and techniques of quality performance measurement including: measure design; data sources; data management; data analysis; and graphic display of results. Familiarity with various call center applications, including telecommunication phone systems. Knowledgeable in Microsoft Office, including proficiency in Word, Excel, and PowerPoint. Excellent written and oral communication skills for a variety of audiences.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Hospital—Long Island provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it’s developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Hospital—Long Island is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

View NYU Langone Hospital—Long Island’s Equal Employment Opportunity (EEO) policy. Know Your Rights: Workplace discrimination is illegal.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $64,350.00 – $93,307.59 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here