Work in Washington Veterans Jobs

Job Summary:

Provides strategic guidance and leadership to the operations of the KP Washington Member Services Contact Center. Provides short and long range planning and operational direction to ensure maximum productivity, cost effectiveness and customer service quality.

Essential Responsibilities:

• Identifies, plans for and develops strategies, services and activities to support current and future internal and external customer needs in an efficient, high quality, cost effective manner.

• Develops or reviews recommendations of others that support these requirements, prioritizes initiatives and assigns resources to those projects that are selected for implementation.

• Provides project oversight as required.

• Maintains a focus on customer service by providing policy and procedural direction to managers and staff.

• Establishes and communicates customer service and performance standards, measures and goals that reflect industry best practices and best serve the needs of customers.

• Develops systems to monitor performance and takes corrective action when necessary.

• Drives the planning, budgeting, and goal setting processes that establish performance targets.

• Identifies opportunities for improving customer service and/or reducing costs.

• Initiates actions to realize those opportunities.

• Ensures systems are in place to optimize business operations.

• Participates in preparing the long-range technology plan, evaluating and recommending new technologies to improve efficiency, cost effectiveness, customer service and/or the quality of the work environment at the call center.

• Participates in the selection, evaluation and feedback processes for key personnel.

• Takes disciplinary action and terminates employees when necessary.

• In conjunction with the management team, determines the availability of and access to training programs, oversees program development, sets training and certification guidelines and establishes the linkages with compensation.

• Ensures that the performance management/staff development programs are executed throughout the call center on a timely basis.

• Establishes and maintains effective communications and cooperation with other KP departments and commercial customers to ensure alignment on customer service and other strategic issues.

• Represents the call center in meetings, negotiations and/or task force participation with internal and external customers, other KP functions, vendors and regulatory agencies.

• Supports labor relations staff in handling workforce issues and labor negotiations.

Basic Qualifications:

Experience

• Minimum seven (7) years line management experience in a healthcare setting or a call center or similar environment with progressively increasing responsibilities.

Education

• Bachelors degree required in business administration, healthcare administration, nursing or other business-related field.

License, Certification, Registration

• N/A

Additional Requirements:

• Experience managing a large (100+) group of employees.

• Prior accountabilities for budgeting and resource planning.

• Demonstrated ability to develop and lead effective teams.

• Successful customer service track record and ability to foster a customer service focused working environment.

• Knowledge and application of quality improvement processes.

• Proven time management and multiple task management capabilities.

• Demonstrated communication, influence and negotiation skills.

• Excellent problem-solving, conflict resolution and decision making capabilities.

• Must be able to work in a Labor-Management Partnership environment

Preferred Qualifications:

• Masters degree preferred.

COMPANY: KAISER

TITLE: Sr. Director, Member Services Contact Center

LOCATION: Spokane, Washington

REQNUMBER: 1328522

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.