Call Center Manager - Health & Human Services

• 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.

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