In the meantime, empty swaths of floor space augur plans to double the 7,000-square-foot space in anticipation of adding more staff, volunteers and training. While there may be an influx of calls, it likely won’t happen all at once, said Kristin Vernon, vice president of internal programming. Conversations take place in hushed voices. Volunteers and staff work by lamp light, surrounded by stuffed animals, homey tchotchkes, gentle white board reminders and picture walls of volunteer training classes. The overhead fluorescent lights are turned off. The call center, at an out-of-the-way section of nondescript offices, is designed for calm. If there’s any panicking about that, it’s hard to tell. “I would say that internally we’re really preparing for our call volume to double within the first year of the launch of that program,” said Monica Kurz, vice president for policy and prevention programs. By some federal estimates, call centers may see the number of calls increase by 14% as the new number gets publicized.Īt the Kansas Suicide Prevention HQ call center in Lawrence, the projection is even higher.
Proven ability to develop and manage budget.Big changes are coming for crisis line call takers as the date nears for the July 16 debut of the 988 suicide prevention hotline number. Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required. Avaya, Cisco, NICE, Verint, Salesforce, etc.) Experience with call center systems (e.g. Minimum two years' experience leading large teams (100+) with performance management authority for all staff including supervisors/managers. Minimum 5-7 years of Call Center/Contact Center management experience. Lean Six Sigma certifications (Yellow, White or Green Belt) preferred OR demonstrated quality management and continous process improvement experience. Bachelor of Science in Healthcare, Business Administration degree or higher strongly preferred. Track invoices and expenditures ensuring careful evaluation of trends and expenses that impact budget. Develop and manage annual operations budget. Complete regular analysis (monthly and quarterly) of call center performance reports and ensure accuracy and timely distribution of reports that provide insight to performance. Oversees the call center’s quality assurance and implements any necessary corrective actions to ensure consistent application of all laws, regulations and policies. Ensures MetroPlus Health’s Call Center follows and complies with all contract, state and regulatory agency guidelines and standards. Ensures call volume forecasts and planning requirement are built to manage peak volume periods to ensure delivery of KPIs. Supports and drives a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customer/provider’s expectations. Constantly develops and implements initiatives which optimizes business performance and results in increased member/provider satisfaction. Works with the Senior Director of Customer Service to develop/maintain department performance goals and objectives which is cascaded down to each individual team member as appropriate. Provides strong, dynamic leadership that mentors, develops, and guides team of managers to efficiently and effectively lead a team of 150+ customer service. 
Manages the call center to reflect industry best practices and strives to achieve industry certifications such as Call Center of Excellence or others to validate the standard of performance.Directs the day to day operations of the call center ensuring service and quality metrics are at minimum met but preferably exceeded.
Ensure the highest standard of customer care is delivered and maintained in all aspects of the Customer Service function including (but not limited to): inbound and outbound call management, complaints, appeals and grievances processes, etc.
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