21,778 Call Center Operations jobs in the United States

Call Center Operations Manager
Transdev in the greater Washington DC area at our WMATA contract is hiring for a Call Center Operations Manager. As the Call Center Operations Manager, you will directly oversee call center personnel to ensure positive morale and effective daily operations. You will serve our customers and client through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily Call Center Operations.
Transdev is proud to offer:
+ Competitive compensation package of minimum $70,000 - maximum $80,000
Benefits include:
+ Vacation: minimum of two (2) weeks
+ Sick days: 5 days
+ Holidays: 12 days; 8 standard and 4 floating
+ Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy
Key Responsibilities:
+ Establish a high standard for productivity, quality, customer service as well as define user guidelines.
+ Develop company systems for customer interaction and voice response and control the implementation process.
+ Summarize, collect and analyze call center trends and data for regular performance reports.
+ Manage and improve call center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
+ Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
+ Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
+ Prepares call center performance reports by collecting and analyzing call agents' data.
+ Evaluates individual performance reviews and overall team effectiveness with upper management.
+ Helps call agents with challenging customer service issues.
+ Monitors team performance and provide tools if necessary.
+ Determines call center operational strategies by evaluating team results and objectives.
+ Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
+ Presents monthly and annual call center action plans and objectives.
+ Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Qualifications:
+ Bachelor's Degree preferred
+ 3+ years of supervisory experience
+ Customer service and Call center experience preferred
+ Motivated self-starter
+ Excellent verbal communication skills
+ 3+ years of call center experience preferred
Physical Requirements:
Theessentialfunctions ofthispositionrequiretheabilityto:
+ Work is accomplished indoors in air conditioned or well-ventilated facilities
+ Sit, type, and look at a computer for extended periods (up to 6-9 hours per day)
+ Must be able to communicate effectively in person, by phone, and in written correspondence
+ Work is accomplished in an office or in a cubicle space equipped with a telephone and computer
+ Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact
Drug-free workplace:
Transdev maintains a drug-free workplace. Applicants must:
+ Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
+ Successfully pass a pre-employment drug screen.
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video at above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
California applicants: Please Click Here for CA Employee Privacy Policy
Job Category: Management & Above
Job Type: Full Time
Req ID: 5893
Pay Group: QQP
Cost Center: 454
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please Click Here for CA Employee Privacy Policy.
About Transdev
Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video.

**Category :** **Client Operations**
**About TP**
**TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.**
**With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.**
**Benefits of working with TP include:**
+ **Paid Training**
+ **Competitive Wages**
+ **Full Benefits (Medical, Dental, Vision, 401k and more)**
+ **Paid Time Off**
+ **Employee wellness and engagement programs**
**TP and You**
**Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.**
**Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!**
**Purpose**
**Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures**
**This position is 100% onsite in McAllen, Texas. Work at home is not available for this position.**
**Your Responsibilities**
+ **Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics**
+ **80% of your day will consist of coaching and educating agents on how to improve their performance**
+ **Create an environment focusing on fun, enthusiasm and accountability**
+ **Take initiative and show leadership by creating performance improvement plans**
+ **Administer coaching and disciplinary action when appropriate**
+ **Handle both internal and client led performance discussions**
+ **Perform other related duties and assignments as required and as assigned by supervisor or other management**
+ **Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately**
+ **Must be able to take calls when needed.**
**Qualifications**
+ **College degree preferred or equivalent work experience required**
+ **Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others**
+ **Solid organizational, administrative, leadership and time management skills**
+ **Ability to demonstrate personal ownership of tasks and follow through to obtain desired results**
+ **Must have a keen sense of attention to detail**
+ **Skilled in determining why and how tasks should be attempted and their effective completion**
+ **Proven experience in overcoming unexpected difficulties and using logical problem-solving skills**
+ **Typing speed of 25 wpm**
+ **Excellent written and verbal communication skills consistent with North American business standards**
+ **Must have availability to work various shifts influenced by current business needs**
+ **High school diploma or GED required**
+ **Excellent attendance history is required**
+ **Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks**
**Soft Skills**
+ **Process Excellence**
+ **Collaboration**
+ **Communication**
+ **Emotional Intelligence**
+ **Open-Mindedness**
+ **Critical Thinking**
+ **Solution Orientation**
+ **Entrepreneurship**
+ **AI Proficiency**
+ **Data Literacy**
**Be Part of Our TP Family**
**It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.**
**TP is an Equal Opportunity Employer**

AssistRx has engineered the perfect blend of technology and talent (you) to provide life sciences companies with an efficient solution to improve patient uptake, visibility, and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care.

A growing organization, AssistRx views our people as our strongest asset. Join us as we continue to make a difference.

Job Description:

The purpose of the Program Manager is to serve Pharmaceutical Clients by planning and implementing program strategy and operations, improving systems and processes, and managing staff. The position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities, emphasizing excellence. Reports to Director, Pharmacy.

• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans.
• Establish, monitor, analyze and report on KPI's related to effective patient access processes and initiatives as required by Client contract and Statement of Work
• Screening candidates, hires, leads, and develops departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.
• Works in partnership with the training department to create meaningful and measurable educational training curriculum, responsible for oversight and delivery of "on the spot training as needed"
• Maintains professional atmosphere among team members, respectful and transparent
• Accomplish organizational goals by accepting ownership of accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Handles escalated calls, complaints, questions, and queries as necessary
• Collaborates with call center management staff to execute programs to facilitate conversion, compliance, and adherence
• Prepares agenda items and content for client meetings and quarterly reviews
• Additional responsibilities as needed based on department and program requirements

Requirements

• Minimum 7 years of healthcare industry experience, including 3 years of management experience
• Ability to manage others, both direct and indirect
• Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
• Skilled in the use of Microsoft Office and Team
• Thorough understanding of business operations and processes required.
• Excellent interpersonal skills and ability to influence.
• High-level of confidence, integrity, enthusiasm, a personality that fits a fast-paced, energetic, and proactive organization.
• Experience in Specialty or Mail Order Pharmacy (preferred).

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire

AssistRx has engineered the perfect blend of technology and talent (you) to provide life sciences companies with an efficient solution to improve patient uptake, visibility, and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care.

A growing organization, AssistRx views our people as our strongest asset. Join us as we continue to make a difference.

Job Description:

The purpose of the Program Manager is to serve Pharmaceutical Clients by planning and implementing program strategy and operations, improving systems and processes, and managing staff. The position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities, emphasizing excellence. Reports to Director, Pharmacy.

• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans.
• Establish, monitor, analyze and report on KPI's related to effective patient access processes and initiatives as required by Client contract and Statement of Work
• Screening candidates, hires, leads, and develops departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.
• Works in partnership with the training department to create meaningful and measurable educational training curriculum, responsible for oversight and delivery of "on the spot training as needed"
• Maintains professional atmosphere among team members, respectful and transparent
• Accomplish organizational goals by accepting ownership of accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Handles escalated calls, complaints, questions, and queries as necessary
• Collaborates with call center management staff to execute programs to facilitate conversion, compliance, and adherence
• Prepares agenda items and content for client meetings and quarterly reviews
• Additional responsibilities as needed based on department and program requirements

Requirements

• Minimum 7 years of healthcare industry experience, including 3 years of management experience
• Ability to manage others, both direct and indirect
• Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
• Skilled in the use of Microsoft Office and Team
• Thorough understanding of business operations and processes required.
• Excellent interpersonal skills and ability to influence.
• High-level of confidence, integrity, enthusiasm, a personality that fits a fast-paced, energetic, and proactive organization.
• Experience in Specialty or Mail Order Pharmacy (preferred).

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire

About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:
The Call Center Associate Director (AD) is responsible for managing all aspects of the call center, patient appointment reminders and portal communications. The Call Center AD ensures that call center staff consistently provide the highest level of customer service to patients and staff, taking appropriate actions to respond to patient requests and schedule appointments. The Call Center AD is also responsible for managing call volume, maximizing call handle rates, analyzing reports, listening to communications between call center staff and patients, and providing real-time feedback and coaching.

Job Description:

Principle Duties and Responsibilities:

• Manages the day to day operations of the call center in partnership with clinical operations.
• Partners with clinical operations on the management of physician scheduling templates.
• Develops a high-functioning call center within the clinic environment that allows for call center staff and patient service representatives to be cross-trained to improve efficiencies within the clinic.
• Tracks and audits activities as it pertains to scheduling, show rate, and overall metrics.
• Creates, maintains, and implements process improvements and best practice procedures by collaborating with leadership to improve call center/scheduling services and achieve department goals.
• Oversees tasks that optimize workflow; provide suggestions to continually improve processes and the customer experience.
• Provides leadership, coaching, and guidance on a continuous basis to patient service representatives.
• Assists patient service representatives with resolving the more complex clinical questions
• Serves as the subject matter expert and main point of contact for questions and concerns related to call-center processes
• Handles patient escalations and troubleshoots issues
• Monitors calls in real time and make appropriate adjustments to keep wait times to a minimum
• Identifies and leads resolution of technical and non-technical problems that arise during all operational processes.
• Hires, trains, and supervises knowledgeable, compassionate, productive patient service representatives
• Trains patient service representatives on new processes, programs and enhancements to computer systems and/or telephone equipment
• Creates and maintains employee work schedules.
• On-boards new call center patient service representatives
• Leads regular staff meetings with the team to review and discuss call-center metrics and communicate company policy and procedure changes
• Meets with management to report call center performance and offers suggestions for improvement as necessary

Education, Licensure/Certification, and Training Required for the Job:

• Bachelor's degree in Business Administration, Health Care Administration, Public Health or other related discipline required.
• Master's Degree in Business Administration, Health Care Administration, Public Health or other related discipline or equivalent combination of experience and education preferred
• 5+ years' experience directly related to management/supervisory work within a health care required, call center preferred.
• Experience with Athena clinical software preferred.

Skills and Abilities Required:

• Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
• Exhibits superior management skills that emphasize team building and strong leadership with the ability to provide clear direction to the department.
• Proficient skill in oral and written communication
• Ability to exercise initiative, problem solving, leadership and decision making
• Ability to interpret and apply policies and procedures to everyday problems and deal with a variety of situations
• Ability to organize plan and prioritize

Safety Requirements:

• Compliance with Department Health and Safety policies and procedures

Working Conditions/Schedules:

• 40 hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required.

Wayne Health is an EEO/AA/Veteran/Disability Employer

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you'll have access to competitive benefits including a fresh perspective on workplace flexibility.
**Position Purpose:** Manage the implementation, maintenance and evaluation of organizational goals and strategies within the call center environment. Manage the daily operations of 24 hour, seven days a week call centers. Mentor subordinate site management in effective leadership and management skills.
+ Serve internal and external customers through oversight of service delivery to exceed quality audit goals and successful and timely problem resolution.
+ Mentor call center leadership towards optimal management practice and skill development as measured through performance evaluations and goals achievement.
+ Build effective workforce through identification of key characteristics for call center roles; actively engage in recruiting activities, and active achievement of staff job description responsibilities.
+ Ensure sufficient staffing to meet contractual, quality and compliance goals.
+ Oversee planning and delivery of training and orientation of staff with resultant positive employee, member and client satisfaction scores.
+ Develop, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals.
+ Serve as a liaison to internal and external customers to resolve client-based or contractual issues.
+ Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends.
+ Accountable for fiscal management within budgetary parameters and effective allocation of resources within responsible call center.
+ Administer policies and procedures and ensures compliance.
+ Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business
+ Accountable for oversight of facilities', equipment and vendor agreements.
+ Research and implement "best practices" in industry.
+ Responsible for successful integration of acquisitions, programs, and new business as measured by customer and client feedback.
+ Performs other duties as assigned
+ Complies with all policies and standards
**Ideal candidate will be located in central or mountain time zone with clinical license and prior experience in behavioral health. Additionally, we ideally seek an individual with a minimum of 5 years of management experience and experience working within a call center environment.**
**Education/Experience:** Bachelor's degree in Nursing or other related field. Certain programs may require a Master's degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling as alternative. Master's degree preferred. 5+ years of relevant clinical and administrative experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. Call Center experience preferred.
**License/Certification:** Must have one of the following: RN, Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor.
Pay Range: $86,000.00 - $154,700.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

**Job Description:**
DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.
Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.
**Essential Job Functions:**
+ Oversees the day-to-day operations of the customer support center operations.
+ Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
+ Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume at any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
+ Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources.
+ Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.
+ Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
+ Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC- Account Delivery Leaders, Account Executives, Sr Leaders.
+ Approach client interactions with the Listen, Learn and Act philosophy.
**Basic Qualifications**
+ Bachelor's degree or equivalent combination of education and experience
+ Bachelor's degree in business management, computer science or related field preferred
+ Nine or more years of customer service or other contact center operations experience
+ Five or more years of leadership, management and supervisory experience overseeing large and complex teams in the insurance industry (life and annuities)- Client customer services and/or back office
+ Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
+ Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
+ Intermediate to expert competency in Word, Excel and PowerPoint
+ Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.
**Other Qualifications**
+ Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
+ Demonstrated excellence in communication and interpersonal skills at all levels
+ Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
+ Demonstrated effectiveness in inclusion, employee development and satisfaction
+ Preferred requirement: FINRA Series 6 and 26 registration -either current or within reactivation window
+ Preferred requirement- Six Sigma/LEAN certification
**Work Environment**
+ On-site, prefered locations Nashville or Tulsa Metro areas.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
**If you are an applicant from the United States, Guam, or Puerto Rico**
DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below .
We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the **Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters** . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
Postings link ( Accommodations**
If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email ( ) .
Please note: DXC will respond only to requests for accommodations due to a disability.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here _._

Clinical Operations Supervisor - One Call Contact Center

463 7th Ave, New York, NY 10018, USA

Job Description

Posted Tuesday, May 20, 2025 at 4:00 AM

Make a bigger difference

PROGRAM DESCRIPTION

The One Call Contact Center (OCCC) is a hybrid centralized registration and scheduling unit serving all divisions of the Jewish Board, including Community Behavioral Services, Youth and Family Services, Intellectual and Developmental Disability, and Adult Residential. OCCC is the first point of contact at the Jewish Board for all individuals and families seeking services at The Jewish Board. The OCCC team sensitively gathers information as part of the registration and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified. OCCC provides clients with the information they will need to begin services with their program and introduce them to high quality of care they will receive from the Jewish Board. OCCC partners with all programs to ensure they are providing clients with the full range of services they will receive once they begin with a program. Additionally, the OCCC will introduce options for services from other Jewish Board programs to clients who present with a need that goes beyond their initial request(s).

The Clinical/Operations Supervisor, under the direction of the Senior Director of OCCC, is responsible for the training and supervision of the OCCC client engagement specialists, ensuring positive working relationships with referring agencies and JB programs, and positive customer experience for individuals and families seeking JB services. The Clinical/Operations Supervisor reviews various referral types and screens these referrals to determine clinical appropriateness and make recommendation to JB programs. The Clinical/Operations Supervisor reviews all urgent referrals to determine clinical appropriateness for JB services and works closely with JB programs to ensure the referral can quickly access services. This includes conducting additional risk assessments when callers screen positive for potential harm to self or others and ensures callers receive the appropriate level of service. The position is also responsible for program outreach to referral sources and JB program tracking and reviewing program outcomes and using the information to inform operations. The Clinical/Operations Supervisor is responsible for ensuring minimal disruptions to daily operations, including ensuring there is appropriate phone coverage, complete and accurate documentation of registrations, and providing training and supervision to the OCCC team.

CORE COMPETENCIES AND RESPONSIBILITIES include but are not limited to:

• Assessment of Client Appropriateness
  • Conduct interviews or assessments as required by program to determine client appropriateness
  • Review documents provided by referral source to determine appropriateness and/or to identify questions that need to be answered
  • Document interviews, assessments, recommendations, next steps as required by program
  • If not appropriate, identify referral options for referral source through use of program resource guide
• Assessment of Client Risk
  • Conduct a risk assessment when callers screen positive for potential to harm self or others to determine risk level and required response (e.g. 911, same day appointment)
  • Document assessments, recommendations, and next steps
  • Chart review to determine proper completion and documentation of 3-question safety screen conducted by OCCC specialists
  • Tracking and Outcomes of all Assessments on a monthly basis
• Completion of Urgent and Standard Client Referrals
  • Review urgent referrals to determine appropriateness for care at JB programs
  • Work with JB programs to ensure urgent referrals have rapid access to services and complete all related registration procedures
  • Assist with coverage of OCCC call line, as needed, to minimize callers wait times to speak to a client engagement specialist
  • Timely and accurate documentation in electronic health record
• Quality Review
  • Maintain and coordinate monthly and yearly data collection and statistics for team
  • Review of calls and documentation for quality assurance and to ensure adherence to protocols
  • Participates in program and clinical quality outcome projects
  • Attends training to enhance program knowledge around programs served
• Advocacy and outreach with existing and potential referral resources including hospitals, community mental health, social service and school programs to introduce JB services and location of services and to encourage referrals through OCCC
• Relationship building with existing and potential referral resources
• Relationship building with JB programs
• Staff Supervision and Training
  • Participates in program orientation and training of OCCC workers including staff interaction with clients/callers, referral sources including other JB program staff, understanding purpose of OCCC, documentation of calls, HIPAA expectations, Safety and Risk assessments, reporting and compliance requirements, and changes to the OCCC program and/or policies and procedures
  • Individual and group supervision of staff, including addressing performance
  • Maintain Supervisory Log of all staff supervision
  • Regularly scheduled Team Meetings

REQUIREMENTS:

• LCSW preferred, LMSW (with 3 years of clinical and supervisory experience), or MBA (with 3 years of operational, supervisory, and quality improvement experience)
• At least 1 year of experience/training in safety and risk assessment
• Experience with staff supervision and outreach required
• Experience supervising call center staff a plus
• Excellent communication, teamwork, independent functioning and organizational skills required
• Must be able to work REMOTELY in an effective and conscientious manner so as to ensure strong outcomes; Equipment to work remotely is provided
• Must be able to work in person as needed/requested

COMPUTER SKILLS REQUIRED:

• Computer skills, including competency with Microsoft Outlook, Excel, PowerPoint, and electronic health record/client charts
• Ability to learn and proficiently use contact center software and assist with training staff in use

VISUAL AND MANUAL DEXTERITY :

• Read paper and electronic documents and perform significant data entry into various computer programs
• Manual dexterity and hand-eye coordination to use computer

WORK ENVIRONMENT / PHYSICAL EFFORT:

Physical Demands:

• Regularly required to speak clearly and hear the spoken word well
• Regularly required to physically operate routine office equipment such as telephones, computers, etc.
• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, referral documents, reports, and Electronic Health Records in printed form and on computer screens
• Able to spend long hours sitting
• Able to spend long hours on computer
• Most of the time is spent performing office-based work; however, this position is hybrid and may require time on site at different program locations, headquarters, or other training facilities
• Stable internal connection with adequate Wi-Fi bandwidth is required to perform remote, cloud-based tasks and computer work with minimal disruption required
• Private remote work set up where HIPAA compliance can be maintained
• Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment
• Hazards are consistent with those common to an office, education, rehabilitation or health related environment
• Some travel throughout NYC required

If you join us, youll have these great benefits:

• Generous paid time off in addition to agency holidays and 15 sick days
• Affordable and high-quality medical/dental/vision plans
• Tuition assistance and educational loan forgiveness
• Free continuing education opportunities
• 403(b) retirement benefits and a pension
• Flexible spending accounts for health and transportation
• 24/7 Accessible Employee Assistance Program
• Life and disability insurance

Who we are:

The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year. We are unique in serving everyone from infants and their families to children, teens, and adults. We are proud to employ and serve people of all religions, races, cultural backgrounds, gender expressions, and sexual orientations. We are committed to building diverse, equitable, and inclusive teams to help support our mission, and we strongly encourage candidates from historically marginalized backgrounds to apply to work with us.

More on Equal Opportunity:

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.

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Operations Manager
The Operations Manager reports directly to the General Manager in fulfilling daily operations including but not limited to route supervision, staff and operator supervision, effective communication with internal and external customers and coaching employees for optimal performance, managing the entire operation in the absence of the General Manager, complying with all Company policies and managing the operation within the budgetary plan for the location. This position is based in Arlington, Virginia in supporting the Arlington Star Call Center.
Transdev is proud to offer:
+ Competitive compensation package of minimum $57,000 - maximum $64,000
Benefits include:
+ Vacation: minimum of two (2) weeks
+ Sick days: 5 days
+ Holidays: 12 days; 8 standard and 4 floating
+ Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy
Key Responsibilities:
+ Supervises daily activities of all customer service representatives and scheduler personnel.
+ Track, compile and analyze performance; handle interdepartmental issues; resolve employee issues; improve processes and route scheduling.
+ Makes hiring decisions for authorized roles; evaluates the work performance of staff; ensures the timely and efficient completion of all assigned tasks.
+ Assists in accident/incident investigation, including any needed on-site assistance and support to safety and training personnel.
+ Coordinates with the safety and training department to ensure all safety goals and directives are met.
+ Other duties as required.
Qualifications:
+ High school diploma required, associate's degree preferred.
+ 3 or more years of relevant transit supervisory experience required
+ Thorough knowledge of transit system regulations and operations.
+ Working knowledge and proficiency with Microsoft Word, Excel, and relevant database programs
+ Good written and oral communication skills
+ Ability to organize and perform work efficiently, strong attention to detail
+ Ability to work effectively with labor; may include labor grievances and negotiations.
+ Must be able to work shifts or flexible work schedules as needed.
+ Subject to a DOT drug testing and physical, if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.
Physical Requirements:
The essential functions of this position require the ability to:
+ Sit for extended periods (up to 6-8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
+ Push and pull objects up to 25 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
+ You may also be required to work outside in different weather conditions.
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video at above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants:Please Click Here for CA Employee Privacy Policy.
Job Category: General Managers / Asst General Managers / Ops Managers
Job Type: Full Time
Req ID: 5161
Pay Group: UC6
Cost Center: 52936
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please Click Here for CA Employee Privacy Policy.
About Transdev
Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video.