Call Center Lead & Operations Coach

The University of Kansas Health System; Kansas City (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

The University of Kansas Health System is seeking a Call Center Lead to supervise and mentor call center representatives, ensuring timely, accurate responses across fax, voicemail, e-mail, and other channels. The role supports daily operations and serves as a back-up to the supervisor, with a focus on customer service and workflow efficiency.

Responsibilities include maintaining staff coverage, guiding process improvements, and acting as a liaison with clinic managers and staff.

Qualifications

• High School Graduate or GED.
• 4+ years of experience as a Call Center or Customer Service Representative in a fast-paced environment with leadership abilities.
• Associates Degree in communications, business or health care administration (preferred).

Responsibilities

• Lead and mentor call center staff, ensuring timely responses across multiple channels.
• Ensure adequate phone coverage and high levels of customer service in the absence of the Supervisor.
• Assist Supervisor and Manager with planning, development and implementation of events, reports, and daily operations.

Skills

Leadership

Communication skills

Customer service

Computer skills

Education

High School Diploma or GED

Associates Degree (preferred) in communications, business or health care administration

Job description

The University of Kansas Health System is seeking a Call Center Lead to supervise and mentor call center representatives, ensuring timely, accurate responses across fax, voicemail, e-mail, and other channels. The role supports daily operations and serves as a back-up to the supervisor, with a focus on customer service and workflow efficiency.

Responsibilities include maintaining staff coverage, guiding process improvements, and acting as a liaison with clinic managers and staff.