Health Care

applicant

Analytics & Service Performance Manager The New York City Department of Health and Mental Hygiene (DOHMH) Call Service Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all Department information and services. This mission is accomplished through a state-of-the-art customer service facility designed to provide clients, the general public, and the provider community with information about our services and programs; referrals, appointments and follow-up; health literature and education materialsThe Analytics and Service Performance Manager will be responsible for ensuring compliance with established service level agreements with both internal and external partners are met. Candidate will also play a critical role in ensuring that Agency service priorities are met via regular dialogue between DOHMH programmatic divisions, Department of Information Technology and Telecommunications (DoITT), the Agency 311 Coordinator, and internal IT and Communications staff to ensure that Agency priorities are met and that public health concerns identified through the system are responded to in a timely and appropriate manner. The Analytics and Service Performance Manager will be responsible for the ongoing service management to propose and implement strategies to improve operational efficiencies and service delivery.The Analytics & Service Performance Manager will be responsible to: •        Develop and manage analytic and service performance reports regarding core service tasks and call handling in order to identify significant trends impacting call handling and service levels.•        Utilize performance metrics and analysis to recommend content development and changes, develop effective business strategies, and assist with call center training materials through knowledge of Agency business requirements and access to Agency decision makers.•        Develop action plans based on data findings and trends for performance reviews and follow up on their implementation.•        Develop and establish internal working relationships with key stakeholders, discussing trends, service performance and potential solutions on a regular basis.•        Assist Service Center leadership with agency initiatives and projects related to and/or involving the Service Center and impacted operational internal units, external partners regarding specialized health campaigns, public health emergencies, and ad-hoc requests.•        Provide clear vision concerning and understanding of customer service, quality assurance and operational effectiveness.•        Assist the Call Service Center Director with compiling and developing metrics and reporting for Quarterly Performance Review meetings.Qualifications:Must have a bachelor’s degree.  Outstanding organizational skills; strong analytic skills; excellent presentation and communication skills, both verbal and written; strong ability to prioritize and handle multiple assignments; required to work closely and effectively with all levels of staff inside and outside of the Agency; ability to work independently and exercise a high degree of initiative to accomplish tasks and solve problems; strong desire to develop new skills; highly motivated self starter with excellent communication skills; proficiency in MS Excel and PowerPoint; prior call center experience preferred.NOTE: NEW YORK CITY RESIDENCY IS REQUIRED WITHIN 90 DAYS OF APPOINTMENT.The City of New York/NYC Department of Health and Mental Hygiene is an Equal Opportunity Employer.