Team Manager

2 weeks ago


Fontana, United States Kaiser Permanente Full time

**Job Summary**:
Directly supervises appointment center service representatives. Supports the goals and objectives of an appointment service center. Maintains an employee-focused and customer-focused environment.

**Essential Responsibilities**:

- Hires, trains and supervisors competent productive, motivated staff to provide high quality service to Kaiser Permanente members.
- Coordinates and directs daily shift operations in collaboration with other Supervisors and Workforce Management Team. Ensures cost effective operations with a focus on service level goals while remaining within budgetary guidelines daily.
- Participates in establishment of group budget. Makes daily staffing decisions regarding reduction of hours and/or offering additional/overtime hours.
- Collaborates with management teams to plan and achieve department goals and objectives.
- Coaches assigned team and assists all staff with resolving issues to ensure employees provide appropriate customer service. Performs service recovery for all stakeholders.
- Troubleshoots minor problems with equipment and tools including computers and telephony technology.
- Promotes achievement of organizational and center goals by exhibiting an effective and adaptable leadership style.
- Performs additional duties as required and assigned.

**Basic Qualifications**:
Experience
- Minimum two (2) years of customer service experience in a service-related industry, preferably healthcare.

Education
- High School Diploma or General Education Development (GED) required.

License, Certification, Registration
- N/A

**Additional Requirements**:

- Strong customer service and interpersonal skills required to communicate effectively with all levels of internal/external management.
- Demonstrated leadership experience in a business environment required.
- Ability to perform multiple tasks in a heavy workload environment.
- Must be able to work in a Labor-Management Partnership environment.

**Preferred Qualifications**:

- Minimum one (1) year experience in a supervisory or operations role, preferably in a healthcare setting.
- Minimum one (1) year appointment center experience preferred.
- Minimum one (1) year experience in a role such as Solutions Desk; Assisting in problem solving, coaching and service recovery; Working with processes for daily operations; Utilizing skills to self-manage workflow and responsibilities, Oversight of projects, etc.
- Experience in a healthcare setting preferred.
- Bachelors degree, OR four (4) years of experience in a directly related field preferred.

**Notes**:

- This is a Team Manager position with the IE Mental Health Appointment Center located at Palm Court II Fontana.

PrimaryLocation : California,Fontana,Palm Court II

HoursPerWeek : 40

Shift : Day

Workdays : Mon, Tue, Wed, Thu, Fri

WorkingHoursStart : 08:30 AM

WorkingHoursEnd : 05:00 PM

Job Schedule : Full-time

Job Type : Standard

Employee Status : Regular

Employee Group/Union Affiliation : NUE-SCAL-01|NUE|Non Union Employee

Job Level : Team Leader/Supervisor

Job Category : Customer Services

Department : REGIONAL PALM COURT II - Appointment/Reception - 0806

Travel : No


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