Call Center Team Lead & Performance Coach

The University of Kansas Health System; North Kansas City (MO); On-site; USD 52,000 - 78,000; Full time

Job summary

The University of Kansas Hospital is seeking a Call Center Supervisor to oversee daily operations and ensure timely, accurate responses across all communication channels. The role supports clinic managers and coordinators, mentors new staff, and maintains service levels with a focus on customer satisfaction.

Responsibilities include supervising daily tasks, back-up coverage, and overseeing reporting and metrics while upholding hospital policies and patient privacy standards.

Qualifications

• High School diploma or GED required.
• Associates degree in communications, business, or health care administration preferred.
• Demonstrated exceptional verbal and written communication skills.
• Strong computer software skills and proficiency with multiple systems.

Responsibilities

• Ensure Call Center Representatives respond promptly across all channels and document transactions.
• Serve as backup to perform daily Call Center tasks.
• Provide leadership and guidance to the call center team in supervisor's absence.
• Support clinic managers and schedulers; act as liaison between callers and clinicians.
• Assist with reporting, data maintenance, and distribution of call volume statistics.
• Mentor new hires and supervise staff, ensuring adherence to policies and procedures.
• Maintain adequate phone coverage and high customer service standards.
• Handle escalated calls and ensure timely follow-up with inquiries.

Skills

Verbal communication

Written communication

Computer software

Interpersonal skills

Team leadership

Project coordination

Education

High School / GED

Associate degree in communications or healthcare administration

Tools

Call Center software

Voice Blast system

CRM software

Job description

The University of Kansas Hospital is seeking a Call Center Supervisor to oversee daily operations and ensure timely, accurate responses across all communication channels. The role supports clinic managers and coordinators, mentors new staff, and maintains service levels with a focus on customer satisfaction.

Responsibilities include supervising daily tasks, back-up coverage, and overseeing reporting and metrics while upholding hospital policies and patient privacy standards.