Call Center Manager - Health & Human Services - Fort Bend County

Fort Bend County is ranked as one of the fastest growing counties in the nation.  We have capitalized on not only the creed of our location, but on the "quality of life" for our families to call home.  Our employees are the key to our success and the heartbeat of our foundation.  The diversity and inclusivity of our community is our strength and at the forefront of a workplace environment welcoming to all.  Live Here! Work Here!

JOB SUMMARY:

Coordinates call center operations and serves as the first point of contact for general public seeking information, assistance, and support related to public health matters.  Under the direction of the Communications Director, works closely with HHS divisions in developing response communications, gathering data for required reporting and supporting initiatives within HHS Divisions and other County Departments.  Responsible for directing the Health & Human Services scheduling operations during response activities and as needed to support HHS divisions during normal operations.  Participates in planning of programs, policies or objectives for own work group and department.

• Recruits, trains, and manages staff and provides leadership, guidance, and support to the call center.
• Stays updated on public health guidelines, policies, and procedures to ensure that call center responses are in compliance.
• Sets performance expectations, conducts regular evaluations, and provides coaching and feedback to team members.
• Develops customer service standards for call handling and appointment scheduling. Develops and implements standard operating procedures (SOPs) for call center operations.
• Stays current with call center technology and recommends system upgrades or enhancements. Provides cross-division/program support and training.
• Monitors call center metrics and performance, ensuring timely and accurate responses to callers. Develops and distributes reports for compliance monitoring and performance measurement.
• Manages appointment schedule templates, and protocols for appointment call routing, distribution, and monitoring and communicates critical item needs to access HHS service lines.
• Maintains confidential information with regard to patient, staff, and county-level issues.
• Implements quality assurance processes to ensure that call center agents provide accurate information and excellent customer service. Creates and maintains FAQs that are vetted and approved.
• Creates and maintains protocols for rapidly scaling up call center operations during public health emergencies and identifies additional resources, such as temporary staff or volunteers, needed to handle increased call volume.
• Ensures that call center staff can quickly adapt to changing circumstances and priorities and provide consistent and accurate information in line with public health guidance.
• Collaborates with the communications team to align messaging and responses to the public during emergencies.
• Develops and implements emergency response protocols for the call center to handle crisis situations and public health emergencies.
• Participates in activities and duties related to emergency management during a local state of disaster as directed by appropriate county managers.

• Bachelor's degree in public health, healthcare administration, or a related field (Master's degree preferred).
• 3 years call center management experience, preferably in a healthcare or public health setting.
• Proven proficiency with both oral and written communication skills.    
• Organizational skills and the ability to complete multiple tasks a must.
• This position requires excellent customer service and collaboration skills, with the ability to lead and manage a team to address the public health needs of the community.  
• Strong interpersonal skills and the ability to deal effectively with the public, other employees and elected officials.
• Expected to work evenings, weekends, or holidays during public health emergencies.

SALARY RANGE: $27.69 - $34.61 hourly based on qualifications

CLOSING DATE:  Upon filling position

To be considered for employment, all interested candidates must complete the required Fort Bend County online employment application located at www.fortbendcounty.jobs

All full-time and part-time employees are members of the Texas County District Retirement System (TCDRS). Full-time employees also enjoy a wide-range of great benefits.

Fort Bend County is an equal opportunity employer, committed to non-discrimination in employment on any basis including race, color, religion or creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy status (including childbirth and related medical conditions), national origin, ethnicity, citizenship status, age (40 and over), physical or mental disability, genetic information, protected military and veteran status, political affiliation or beliefs, or any other classification protected by state, federal  and local  laws, unless  such classification is a bona fide occupational qualification.

For more information on Fort Bend County's Title VI / Nondiscrimination Statement, visit www.fbctx.gov/comply

Fort Bend County is committed to providing equal opportunity and reasonable accommodations to employees with disabilities. FBC complies with the Americans with Disabilities Act and all other applicable federal, state and local laws regarding disability discrimination and accommodation.