Call Center Supervisor - 140992

University of California San Diego; San Diego (CA); On-site; USD 82,000 - 115,000; Full time

Job summary

UC San Diego Health is seeking a Call Center Supervisor to lead the Medical Center Operators team. The role oversees staff, coaching, scheduling, and performance monitoring across a high-volume, life-critical call center.

You will drive process improvements and ensure compliance with policies and service standards. The role requires a related bachelor's degree (or equivalent experience), five years in a high-volume call center, and two years in a supervisory role.

Qualifications

• Bachelor's degree from an accredited college or university in a related field or nine years of healthcare experience.
• Five years of experience in a high-volume call center, preferably healthcare.
• Two years of supervisory or lead experience.
• Strong computer skills with MS Office, SharePoint, Teams and Zoom.
• Knowledge of call center operations, scheduling, QA, and performance management.
• Excellent written and verbal communication; ability to work under pressure.

Responsibilities

• Recruit, coach, schedule, and evaluate staff; enforce policies and labor contracts.
• Monitor performance, provide coaching, and develop plans to improve team results.
• Assist with evaluating needs and implementing process improvements and new tech.
• Supervise daily operations, ensure staffing coverage and adherence to standards.
• Maintain attendance, payroll, timekeeping, and department records.
• Oversee paging, on-call scheduling, and related communication platforms.
• Prepare reports to support performance and leadership reviews.
• Serve as escalation point for customer service issues and resolutions.

Skills

Call center supervision

Staff coaching

Performance management

Communication

Emergency response knowledge

Education

Bachelor's degree in related field

Tools

MS Office Suite

SharePoint

Teams

Zoom

Job description

Payroll Title: PAT SUPP CALL CTR SUPV 2

Department: MEDICAL CENTER OPERATORS

Hiring Pay Scale: $81,600.00 - $114,700.00 / Year

Worksite: Hillcrest

Appointment Type: Career

Appointment Percent: 100%

Union: Uncovered

Total Openings: 1

Work Schedule: Variable, 10-Hour Shifts, Variable

#140992 Call Center Supervisor

Filing Deadline: Fri 9/18/2026

UC San Diego values and welcomes people from all backgrounds.

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.

• Knowledge of call center operations, staffing, customer service principles, workforce scheduling, quality assurance practices, employee performance management, and call management systems.

• Proven written, verbal, and interpersonal communication skills with the ability to effectively communicate and build collaborative working relationships in a complex healthcare environment.

• Demonstrated ability to work under considerable pressure and stress during emergencies.

SPECIAL CONDITIONS

• Employment is subject to a criminal background check and pre-employment physical.

• Must be able to work various hours and locations based on business needs.

• May be called to serve in the Hospital Command Center during potential or actual emergency activations.

Pay Transparency Act

Annual Full Pay Range: $81,600 - $147,800 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $39.08 - $70.79

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.

a. "Misconduct" means any violation of the policies governing employee conduct at the applicant’s previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC’s policies addressing some forms of misconduct:

• UC Sexual Violence and Sexual Harassment Policy
• UC Anti-Discrimination Policy
• Abusive Conduct in the Workplace