Call Center Supervisor - 140992

University of California - San Diego Medical Centers; San Diego (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

UC San Diego Health Medical Center Operators Department seeks a Supervisor to lead day-to-day operations, supervise staff, and ensure top-quality patient information services across locations.

The role focuses on coaching, scheduling, and performance monitoring, with responsibilities tied to HR policy adherence and data-driven improvements in workflows and service delivery.

Qualifications

• Bachelor's degree in communications, business management, or related field required.
• Or nine years of applicable work experience, preferably in healthcare.
• Two years of recent supervisory or leadership experience.

Responsibilities

• Supervise day-to-day operations of the Medical Center Operators department.
• Recruit, coach, train, and evaluate staff; manage scheduling and attendance.
• Monitor call quality, productivity, and customer service metrics; provide feedback.
• Coordinate workflow improvements and implementation of new technologies.
• Ensure compliance with HR policies and labor contracts.

Skills

Call center operations

Supervisory experience

Customer service

Communication skills

Data analysis

Education

Bachelor's degree in communications/business management or related field

9 years of healthcare-related experience (optional alternative)

Tools

MS Office Suite

SharePoint

Teams

Zoom

Job description

UCSD Layoff from Career Appointment: Apply by 09/09/2026 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Reassignment Applicants: Eligible Reassignment clients should contact their Disability Counselor for assistance.

DESCRIPTION

UC San Diego Health Medical Center Operator Department is responsible for answering over 700K calls, in addition to 16K code call activations, per year, and serves all health system locations. The department provides telephone information, directory assistance, code activations, paging services, and on-call information utilizing supporting materials and databases. Operators also provide messaging services, departmental listing information, and electronic medical record inpatient information. Operators monitor, respond to, and process multiple life-critical codes, strictly adhering to established procedures.

Reporting to the Manager of Medical Center Operators, the Supervisor supervises, coordinates, and oversees the day-to-day operations of the department, including activities such as staff supervision, coaching, and training; call monitoring; data collection and analysis; policy and procedure implementation; adherence to Human Resources policies and applicable labor contractual guidelines; and monitoring compliance with departmental policies, procedures, and service standards. This position also provides support to emergency response operations in the Hospital Command Center when requested.

The responsibilities listed are examples of typical work performed by the Supervisor. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities required by positions in this job classification. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility entailed.

• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining, and evaluating employees; administers scheduling systems; communicates job expectations; conducts performance evaluations; and enforces departmental policies, procedures, and applicable labor contract agreements.
• Monitors employee performance by reviewing call quality, productivity metrics, customer service performance, attendance, and other operational measures; provides coaching, mentoring, performance feedback, and corrective action as appropriate; and develops action plans to improve individual and team performance.
• In collaboration with the Manager, assists with evaluating operational needs, reviewing department performance, and identifying opportunities to improve workflows, productivity, quality, and customer service; supports the implementation of operational strategies, process improvements, and new technologies to enhance department operations and performance.
• Supervises and coordinates daily department operations by monitoring workflow, call activity, staffing, and communication systems; identifies and resolves operational issues; implements process improvements; ensures compliance with departmental policies and procedures; and ensures productivity, quality, and customer service standards are met.
• Maintains employee attendance, scheduling, payroll, timekeeping, billing, and related departmental records; coordinates staffing schedules to ensure adequate coverage for all shifts, operational needs, and call volumes; and ensures compliance with departmental and organizational policies and procedures.
• Ensures communication systems and departmental equipment are maintained by monitoring system performance; coordinating repairs; supporting preventive maintenance activities; assisting with equipment testing and upgrades; and maintaining operational readiness.
• Oversees the daily operation of systemwide paging, WebPaging program, on-call scheduling, pager programming, billing, online directory systems, and related communication platforms to ensure reliable service, accurate data, and timely customer support.
• Prepares operational reports, code reports, iReports, paging utilization reports, billing reconciliation reports, and other departmental reports to support operational performance, quality improvement, and leadership reporting needs.
• Serves as an operational escalation point for customer service issues by responding to customer inquiries and concerns; researching and resolving complex operational issues; maintaining appropriate documentation; communicating resolutions and status updates; and ensuring customer service standards are consistently met.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Bachelor's degree from an accredited college or university with a major related to communications, business management, or other closely related field. OR Nine (9) years of applicable work experience, preferably in healthcare.

• Minimum five (5) years of progressively responsible experience in a high-volume call center operation, preferably in a healthcare environment, or an equivalent combination of related experience and education.

• Two (2) years of recent supervisory, lead, or equivalent leadership experience.

• Strong computer skills with proficiency in MS Office Suite, SharePoint, Teams, and Zoom. Experience with call center software, telephone systems, and related operational systems.