Job Summary:
Provides customer service representation by ensuring team members have the information and resources needed to consistently support customers with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments within a team. Contributes to the development of contact center operational insights by reviewing and providing recommendations on analyses of operational data, including communication volume and patterns, staff productivity, attrition rates, and resource allocation, within a team, implementing processes to improve operational efficiency, and presenting operational reports and other analytical outputs within a work team to leadership. Contributes to contact center service quality by reviewing communications with team members on a regular basis and coordinating shadowing sessions within a team, monitoring communications for service quality concerns and metrics-related improvements within a team and providing remediation feedback in response to quality concerns. Enables high performance contact center operations by implementing updates to guidelines and policies within a team and coordinating and guiding improvement efforts to process efficiency and technology usage.
Essential Responsibilities:

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Supports contact center services by: ensuring team members have the information and resources needed to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors) within a team.
• Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and reviewing performance and operations metrics to make recommendations for improvements and implementing updates to guidelines and policies within a team; and coordinating and guiding improvement efforts to process efficiency or technology usage.
• Contributes to the development of contact center operational insights by: reviewing and providing recommendations on analyses of contact center operational data, within a team; sharing updates with team to ensure implementation of processes to improve contact center operational efficiency; and reviewing team members insights from operational reports and other analytical outputs within a work team to ensure accurate information is presented to leadership as well as awareness of budgetary impacts (e.g., payroll, overtime, hiring).
• Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of quality data and using data to improve quality and ensure accurate information is presented to leadership; and providing remediation feedback response to quality concerns and communicating recommendations for mitigation to leadership.

Minimum Qualifications:

• Minimum two (2) years of experience in a leadership role with or without direct reports.
• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum five (5) years of customer service or a directly related field OR Minimum six (6) years of experience in customer service or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Reporting Tools; Trend Analysis; Acts with Compassion; Relationship Building; Mentoring and Coaching; Calendar Management; Time Management; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Reputational Management; Prioritization; Incident Escalation; Work Process Design

Preferred Qualifications:

• Two (2) years of experience in process improvement.
• Two (2) years of experience in an operations management role.

Primary Location: Washington,Renton,Renton Administration - Rainier
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Worker Location: Remote
Employee Group/Union Affiliation: NUE-WA-04|NUE|Non Union Employee
Job Level: Team Leader/Supervisor
Department: Spokane Admin North - HP Mgr_Member Services_HMO - 1130
Pay Range: $78700 - $101750 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No