Call Center Shift Supervisor - Customer Experience Leader

Olathe Health System, Inc.; Olathe (KS); On-site; USD 42,000 - 64,000; Full time

Job summary

Olathe Hospital in Kansas seeks a Call Center Shift Supervisor to lead a fast-paced team, ensure customer-focused service, and coordinate with physicians and internal departments.

You will monitor performance, conduct bi-weekly team meetings, manage staffing and on-call changes, and prepare regular reports while maintaining safety and quality standards. The organization offers opportunities for professional growth within Olathe Health System, Inc.

Qualifications

• Supervise call center staff to achieve above-average service metrics.
• Coordinate staffing, training, and performance reviews.
• Ensure safety and efficient care/service for patients; page physicians as needed.
• Prepare and reconcile reports daily/weekly/monthly.

Responsibilities

• Manage day-to-day operations of the call center and on-call coverage.
• Lead, coach, and monitor staff to improve abandon rates and response times.
• Maintain shift reports, call monitoring, and quality scores.
• Coordinate with HR on disciplinary actions and performance reviews.
• Assist with emergency code activations and paging operations.

Skills

Supervision

Call Center

Customer Service

Leadership

Communication

Education

High School Diploma or GED

Associates Degree

Job description

Olathe Hospital in Kansas seeks a Call Center Shift Supervisor to lead a fast-paced team, ensure customer-focused service, and coordinate with physicians and internal departments.

You will monitor performance, conduct bi-weekly team meetings, manage staffing and on-call changes, and prepare regular reports while maintaining safety and quality standards. The organization offers opportunities for professional growth within Olathe Health System, Inc.