Assistant Supervisor, WIC Call Center

Position Description

If you’re looking to be a part of a collaborative environment where your skills can make an impact, explore our current opportunities in creating a better future for public health.

About Harris County Public Health:

Harris County Public Health (HCPH) includes a network of more than 1,100 public health professionals working together to improve health outcomes for the third most populous county in the United States. HCPH provides a multitude of services such as medical and dental services, community programming, and health education for the approximately 2.3 million people in unincorporated Harris County. Through its core values of innovation, engagement, and health equity, HCPH strives to bring meaningful solutions to public health issues while keeping Harris County healthy and vibrant.

This is a grant-funded position.

Position Overview:

The Assistant Call Center Supervisor assists in the supervision of the Call Center staff and helps to manage the functions of the WIC Appointment Call Center to assure integration with the Texas WIC Network as well as the hours of operation at each of the WIC facilities. The Assistant Call Center Supervisor will have some responsibility for training of Call Center staff, managing of call volumes and staffing and for assuring optimum customer service is available to all WIC clients. The Assistant Call Center Supervisor will substitute for the Call Center Supervisor in his/her absence.

Duties & Responsibilities:

• Develops and maintains the system of WIC appointments for certification and class appointments, including Mosaic WIC scheduler, Qualtrics and Acquire platforms. Evaluates the appointment system for efficiency, show rates, appointment time frames, wait times and other criteria to meet policy standards.
• Performs regular quality assurance checks for service and functions of the Call Center, utilizing various reports related to productivity and efficiency of operations. Integrates technology systems available between WIC and HCPH for call center functions. Maintains a thorough knowledge of WIC State and Local Policies and Procedures and of all aspects of WIC operation, especially those related to income and residency screening.
• Provides training to Call Center agents and substitutes for Call Center Supervisor in their absence. Provides Call Center orientation and scheduler training to new and existing WIC employees.
• Courteously answers incoming calls to the WIC Call Center Appointment lines, maintaining telephone etiquette and excellent customer service. Resolves all callers’ concerns or requests thoroughly through appropriate referral information or transfer to appropriate staff. Makes appointments in the data base system for new or rescheduled WIC clients according to policies and procedures.
• Interacts with WIC clinic staff and other internal customers in a positive and service-oriented manner while observing client confidentiality at all times.

Harris County is an Equal Opportunity Employer

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or email [email protected]

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

• High School Diploma or Equivalent

Experience:

• At least one (1) year of experience in WIC, a health clinic, or a related field
• Data entry experience

Language:

• Bilingual in English/Spanish

Knowledge, Skills and Abilities:

• Ability to establish and maintain effective working relationships and foster teamwork in a diverse
• environment
• Ability to handle customer service issues and concerns in a timely, effective and positive manner
• Ability to organize and maintain work environment to allow for maximum productivity
• Ability to adapt to change
• Ability to communicate clearly and effectively in written and verbal English/Spanish competency
• Ability to use sound judgment

Core Competencies:

Organizational Leadership

• Understands the organizational mission
• Understands ethics and public good; is concerned with public trust
• Demonstrates respect for the opinions and beliefs of others

Collaboration

• Contributes to an inclusive workplace where equity, diversity, inclusion, and individual differences are valued and leveraged to achieve the vision and mission
• Demonstrates a sense of responsibility for the success of the group
• Collaborates with others to improve quality and address needs

Innovation

• Ability to adapt to change

Interpersonal Abilities/Personal Characteristics

• Treats others with courtesy, sensitivity, and respect
• Behaves in an honest, fair, and ethical manner
• Assesses and recognizes own strengths and weaknesses
• Uses sound judgment
• Self-motivated
• Organizes and maintains work environment to allow for maximum productivity

Communication

• Communicates clearly and effectively, both orally and in writing

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. “See Resume” will not be accepted for qualifications.

Preferences

Preferences

• Supervisory and/or management experience
• Call center work experience

General Information

Position Type and Typical Hours of Work:

• Monday-Wednesday 8:00AM-5:30PM; Thursday 8:00AM-3:00PM; Friday 8:00AM-2:00PM 40 hours per week.
• Hours may vary and depend on the needs of the WIC program.

Work Environment:

• Position requires sitting at a desk with a computer monitor and telephone headset for several hours at one time. Typical call center environment with other voices in background should be expected.

Physical Demands:

• Employee must be in good health and physical condition sufficient to permit the full performance of the duties of this position.

Work Location:

• Harris County Public Health: WIC Antoine – 5815 Antoine Dr, Houston, TX 77091

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

HARRIS COUNTY EMPLOYEE BENEFITS

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.

The following benefits are offered only to Harris County employees in regular (full-time) positions:

Health & Wellness Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*
• Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.

In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County’s behalf as needed.

For plan details, visit the Harris County Benefits & Wellness website:

www.benefitsathctx.com

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