Call Center Shift Supervisor: Lead Customer Care

The University of Kansas Health System; Kansas City (KS); Sur place; USD 48 000 - 64 000; Plein temps

Résumé du poste

The University of Kansas Health System calls for a Call Center Shift Supervisor at Bell Hospital to oversee daily call center operations, coach staff, and ensure high-quality patient communication while coordinating with physicians and departments. Responsibilities include monitoring metrics, scheduling, reporting, handling escalations, ensuring rapid and professional responses, and providing training.

Leadership in a fast-paced environment with a commitment to exceptional customer service and

Qualifications

• Minimum two years in a supervisory role in a call center or similar environment.
• Experience communicating with diverse populations with tact and discretion.

Responsabilités

• Supervise daily call center staff to ensure safe, efficient patient care.
• Locate physicians/services for callers and page as needed.
• Manage metrics to improve abandonment rate, hold time, and service quality.
• Prepare and reconcile daily/weekly/monthly reports.
• Provide cross-training and coaching to staff.
• Attend weekly and monthly leadership meetings and trainings.

Connaissances

Supervisory leadership

Customer service

Call center operations

Staff coaching

Data reporting

Formation

High School diploma or GED

Associates degree preferred

Outils

Infinity IS

Communicator

ONCALL

Description du poste

The University of Kansas Health System calls for a Call Center Shift Supervisor at Bell Hospital to oversee daily call center operations, coach staff, and ensure high-quality patient communication while coordinating with physicians and departments. Responsibilities include monitoring metrics, scheduling, reporting, handling escalations, ensuring rapid and professional responses, and providing training.

Leadership in a fast-paced environment with a commitment to exceptional customer service and