Position Summary: We have an exciting opportunity to join our team as a Manager-Finance Customer Service.
In this role, the Manager of Finance Help Desk is responsible for providing leadership to the team through training, motivating, coaching and developing each member as it pertains to the expeditious resolution of finance customer service issues. Required to do side-by-side sessions, monitor calls and, conduct regular one-one meetings to discuss performance as well as facilitate team meetings for training and communication purposes. This position is also expected to take escalated calls and answer questions from representatives. Requires staying current on all initiatives, department procedures, system enhancements and changes to the business and will be required to periodically take front line customer service calls. The Customer Service Supervisor will be held to challenging production goals, including Call Quality, Average Handle Time, Availability, Short Calls and first contact resolution. Will also be expected to manage the service levels and manage attrition. Manage customer service employees' attendance, as well as his/her own, appropriately participate in team meetings, interact with all levels of management, identify areas of opportunity within the business and offer recommendations on process or procedural improvements. The Supervisor in conjunction with their Manager will also have overall responsibility for Help Desk related communications and be required to coordinate and manage distributions (email, etc).
Recruit, train and manage a team of professional customer service agents and the associated activities that influence their performance
Creates call center performance goals and ensures the departments attainment of these goals
Manages resources effectively to ensure coverage of responsibilities and identifies gaps
Trains staff on call center best practices, new processes, system related procedures and new or revised departmental Procedures
Manages staffs attendance and performance and escalates any related issues
Ensures that Call Center staff perform their duties in a professional and responsive manner
Completes staffs appraisals thoroughly and on a timely basis
Determines work procedures, prepares schedules, and expedites work flow
Process, document, respond, and resolve client inquiries within specified timeframes
Ensure that Call Center staff perform their duties in a professional and responsive manner
Assists with responding to employee inquiries and complaints
Takes front line calls when necessary
Develops, implements and maintains telephone and email strategies and procedures.
Identifies areas for improvement and enhancements and takes action on implementing them
Manages customer response times and adheres to specified timeframes for resolution
Work with cross-functional teams internally and externally to evaluate customer care systems and procedures to maximize operational efficiency
Collaborate with customers to understand business needs in order to implement new strategies and procedures
Communicates regularly with cross functional teams to identify opportunities for improvement or enhancement and implements them
Effectively communicates department communications, both verbally and in written communications
Keeps abreast of customer concerns, looks for patterns and makes recommendations to address them
Looks for ways to maximize efficiency and streamline processes between cross functional teams
Develop effective Quality Assurance processes within the department
Regularly tests processes to ensure they meet quality standards
Produces quality assurance reports to management
Performs other duties as assigned
Minimum Qualifications: To qualify you must have a Bachelors Degree or minimum of five years progressively responsible experience in customer service. Ability to supervise, lead, and coach staff. Excellent verbal and written communication skills. Ability to understand and explain technical concepts in laymans terms. Working knowledge of customer service technologies. Ability to work independently, as well as in a team environment. Organizational and time-management skills. Ability to multi-task, prioritize in order to complete work tasks in a fast pace environment.
Preferred Qualifications: PeopleSoft, Kronos and other Financial System knowledge. Hospital and/or university experience.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online. If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal 'EEO is the law' poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.
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Internal Number: 62121300
About NYU Langone Health
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.