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Duke University Health System · 5 days ago

Manager - Emergency Communication Center

Durham, NC

Full-time

Onsite

Mid, Senior Level

3+ years exp

Duke University Health System is dedicated to compassionate care and innovative health technology solutions. The Manager of the Emergency Communication Center is responsible for overseeing the team that manages emergency dispatch operations, ensuring effective communication and support within the health system and the community.

Health CareMedical

H1B Sponsor Likely

Responsibilities

Manage projects and tasks for a team of operators in support of the above role

Provide technical and strategic leadership to the team

Establish day-to-day operational procedures that align with customer needs

Work with the management team to develop a strategic vision

Manage the day-to-day operational staff activities and assignments as well as all Service Operation Center functions and personnel

Monitor staff progress, report status, and metrics

Utilize resources to ensure 24X7 operational support is in place. This includes working with service owners to provide coverage for scheduled outages, proper testing and failover procedures are in place

Participate in other project planning efforts as they relate to Duke Health initiatives, including project management on key efforts

Participate in the development and management of operating and capital budgets

Participate in all personnel management functions, including hiring, terminations, personnel evaluations and performance reviews, including disciplinary action when required

Train, coach, and mentor Service Desk Analysts and other staff

Must participate in Crisis Management efforts, which includes 24/7 on-call rotation

Required to be on-call in support of team questions/challenges

Qualification

Customer support experienceCrisis managementTeam leadershipCall center management toolsService management frameworksTeam-building skillsAnalytical skillsSolution-orientedTime-management skillsOrganizational skillsWritten communicationVerbal communicationInterpersonal skillsConflict managementSelf-motivatedGoal-oriented

Required

BA/BS degree or equivalent relevant training or experience

3 - 4 years of team leadership/supervisory experience

3 - 5 years of related customer support

Business skills with a focus on customer satisfaction

Excellent time-management and organizational skills

Demonstrated written and verbal communication skills

Excellent interpersonal and team-building skills

Proven experience in a customer service center setting

Leadership and conflict management skills

Preferred

Health profession and /or Duke experience

Ability to effectively communicate with Hospital Leadership and technical personnel at various levels in the organization

Analytical and solution-oriented

Self-motivated and goal-oriented

Familiarity with call center management tools and service management frameworks, e.g., ITIL, Six Sigma, finesse, and Spok

Company

Duke University Health System

Glassdoor3.7

World-class academic and health care system

Founded in 1925

Durham, North Carolina, USA

10001+ employees

http://dukemedicine.org

H1B Sponsorship

Duke University Health System has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (39)

2024 (30)

2023 (17)

2022 (24)

2021 (12)

2020 (10)