NCI Contact Center Manager

  • Fred Hutch Cancer Center
  • Seattle, Washington
  • Nov 24, 2022

Job Description

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.   With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.   At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.   The NCI Contact Center Manager oversees the day-to-day operations of an omni-channel contact center including but not limited to telephone (cancer information and tobacco cessation inquiries), Live Help, email and social media with a strong knowledge of performance and quality management. Mobilizes staff to adapt to new technologies and program priorities. The CCM works in collaboration with members of the CIS leadership team (Supervisor/Managers) to ensure optimal performance of the program. The CCM reports to the Program Director.   Responsibilities   Operational   Ensure staffing for all access channels consistent with performance measures.  Maintain and monitor adherence to key performance indicators and other performance management metrics for staff. Revise metrics and performance expectations when necessary.  Maintain or develop deep familiarity with CIS resources and daily practices and workflows in close collaboration with members of the CIS leadership team. This includes Public Inquiries, Clinical Trials, VA program, and the Bilingual Service. Monitors cancer and tobacco-related content trends, NIH/NCI news and resource updates, and strategizes optimal communication outreach to staff on high-priority matters. Oversee recruitment and onboarding of Information Specialist and other staff as needed. Strategize and respond to RFP for CIS contract operations, as directed by the Program Director; participate in budget negotiations with the Government and assist with addressing concerns and/or questions from the parent institution (Fred Hutch).  Respond to requests from the Government including attendance at meetings and associated presentations and other participatory requirements. Ensure effective planning and implementation of research activities to be performed in the Contact Center.    People  Ensure adherence to schedules, real time management of staffing and contact queues and provide all needed information necessary for the successful operation of the Government’s workforce management system. Ensure that a comprehensive quality assurance process is implemented in the Contact Center, in partnership with the CIS Leadership. Ensure that a comprehensive training plan, including continuing education, is implemented in the Contact Center for all staff.  Ensure that staff have adequate supervision, resources and equipment needed to perform their work. Support/participate in Center and program-specific diversity, equity and inclusion priorities as identified by Hutch Leadership and/or the CIS DE&I Task Force; deliver effective, informed, and respectful staff communication on this topic. Recognize the importance of employee engagement while upholding programmatic priorities. Support a continuous quality improvement philosophy and providing coaching to Supervisors and other staff, as needed.   Compliance  Prepare and submit Government Contract Deliverables on monthly and/or quarterly basis (currently includes the Monthly Quality Monitoring Report and Monthly Quality Performance Report and the quarterly Performance Improvement Plan). Maintain security standards – PII, Technology/Data, NIH status.  Timely completion of all mandatory NIH and Fred Hutch training courses.


The ideal candidate will possess the following qualifications:  Bachelor’s Degree required. 2+ years of high performance in a CIS Supervisor or other leadership role preferred  Maintains strict adherence to, and awareness of, NCI/CIS policies Demonstrates a thorough understanding of, and commitment to, CIS programmatic functioning and priorities Conveys a strong grasp of coaching methodology and dedication to performance management  Excellent organizational, written, and verbal communication skills Demonstrates a working knowledge of all CIS priority areas (PIQ, CT, Tobacco, Bilingual, etc) content/resources, workflows, systems, and processes embodies a long-term commitment to learning and professional development Exemplifies values such as successful collaboration with others, innovative and creative problem-solving, and meaningful commitment to continuous quality improvement Ability to manage a high level of confidentiality High level of reliability in the workplace as demonstrated by consistent attendance, punctuality, and flexibility Fred Hutchinson Cancer Center has a mandatory COVID-19 vaccine requirement, with exceptions only for approved medical or religious accommodations. As a condition of employment, newly hired employees must, prior to their first day of employment: Provide proof of being fully vaccinated against COVID-19 ; OR Initiate the accommodations process to request a religious or medical accommodation (medical accommodations require a healthcare provider’s certification).   A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.