Children's Health

Compensation

Full Description

Job Title & Specialty Area: Manager IS Teleservices Department: IT Customer Services Location: Dallas, TX Shift: Monday - Friday Job Type: Remote (in Texas) Why Children’s Health? At Children's Health, our mission is to Make Life Better for Children, and we recognize that their health plays a crucial role in achieving this goal. Through our cutting-edge treatments and affiliation with UT Southwestern, we strive to deliver an extraordinary patient and family experience, ensuring that every moment, big or small, contributes to their overall well-being. Our dedication to promoting children's health extends beyond our organization and encompasses the broader community. Together, we can make a significant difference in the lives of children and contribute to a brighter and healthier future for all. Summary: Oversee the daily operations and activities related to the IS Customer Service teams including a mix of Team or Site Leaders as well as Individual Contributor roles. Responsibilities are leadership based ensuring the achievement of Customer Service metrics and goals, staff leadership and development, and leading cross-functional teams focused on issue resolution. In addition, this role is responsible to ensure team capacity flexes with demand and the various administrative responsibilities including timecard approvals, schedule development and oversight, and PTO approvals. This role is responsible for ensuring compliance with stated corporate policies and procedures while at the same time devising solutions to issues that meet Customer needs with the highest possible Customer Service interactions. Responsibilities: • The TeleServices Manager collaborates with multiple teams to ensure technical issues are resolved efficiently and in a timely manner. This role requires strong leadership, problem-solving skills, and the ability to improve processes and service quality. • The Manager is responsible for the performance of their teams, making sure they meet goals and deliver excellent support. They adjust plans to handle challenges, provide coaching to Team Leaders, and make hiring decisions with input from senior leadership when needed. • This role includes overseeing daily operations, tracking performance, and developing action plans to improve service. • Manager works with senior leaders to use resources wisely, make support processes better, and align services with business needs. This role is also responsible for monitoring quality metrics and changes in practice that impact clinical, financial, or operational outcomes and develops action plans to address areas for improvement. • Team Leadership & Supervision: Lead and manage day-to-day operations of the TeleServices team, ensuring all tasks are prioritized and executed within service level agreements (SLAs) and key performance indicators (KPIs). Manage personnel within the department, including recruitment, selection, hiring, training, performance reviews, promotions, and administering disciplinary actions. Provide guidance, mentorship, and coaching to team members to enhance their technical skills and customer service capabilities. Monitor team performance and provide feedback, conducting regular performance reviews to ensure continuous improvement. Foster a customer-first, collaborative culture within the team to maintain a positive and productive work environment. Maintain consistent and effective communication with direct reports and cross-functional teams to ensure smooth operations. Actively participate in the development and execution of performance reviews, setting clear goals and performance standards for team members. Lead by example in demonstrating customer service, and adherence to organizational policies. • Operational & Resource Management: Oversee and manage the team’s workload to ensure efficient and timely resolution of support tickets, adhering to SLAs. Coordinate team scheduling to ensure adequate coverage during peak hours, weekends, and on-call rotations. Ensure proper documentation of issues, resolutions, and best practices to drive knowledge sharing and continuous process improvement. Track employee time, attendance, and schedules to ensure efficient resource allocation and operational effectiveness. Manage and maintain the team’s ticketing system to ensure accurate tracking of service requests, incidents, and resolutions. How You’ll Be Successful: WORK EXPERIENCE • At least 5 years of management related experience, including staff management, business model planning and executive, and the development of performance management experience - required • At least 5 years of project management experience - preferred • At least 2 years of experience with Contact Center Support - required • Bilingual (fluent in English and Spanish) - required EDUCATION • Four-year bachelor's degree or equivalent experience - required A Place Where You Belong We put our people first. We welcome, value, and respect the beliefs, identities and experiences of our patients and colleagues. We are committed to delivering culturally effective care, creating meaningful partnerships in the communities we serve, and equipping and developing our team members to make Children’s Health a place where everyone can contribute. Holistic Benefits – How We’ll Care for You: · Employee portion of medical plan premiums are covered after 3 years. · 4%-10% employee savings plan match based on tenure · Paid Parental Leave (up to 12 weeks) · Caregiver Leave · Adoption and surrogacy reimbursement As an equal opportunity employer, Children's Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other Federal or State legally-protected status or class. This applies to all aspects of the employer-employee relationship including but not limited to recruitment, hiring, promotion, transfer pay, training, discipline, workforce adjustments, termination, employee benefits, and any other employment-related activity.