Hospital Call Center Lead

The University of Kansas Health System

North Kansas City (MO)

Presencial

USD 50.000 - 80.000

Jornada completa

Hace 3 días

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Descripción de la vacante

The University of Kansas Health System is seeking a Call Center Shift Supervisor to oversee daily operations of the call center, coach staff, and ensure high levels of customer service. The role requires coordinating scheduling, monitoring performance, and maintaining reporting accuracy in a fast-paced environment.

Responsibilities include handling escalations, ensuring system functionality, and collaborating with HR for disciplinary actions.

Formación

2+ years of supervisory experience in a call center, switchboard, or dispatch environment.
Experience communicating with a diverse population with sensitivity, tact and discretion.
Excellent typing, grammar and spelling skills.

Responsabilidades

Supervise call center staff daily with leadership and customer focus.
Manage staffing, scheduling, and overtime to meet service levels.
Prepare and reconcile daily, weekly and monthly reports and logs.
Oversee call queues, escalations, and on-call changes; provide coaching on contacts.
Coordinate disciplinary actions and coaching with HR and manager.
Attend mandatory meetings and training sessions; conduct shift meetings to ensure continuity.
Ensure paging hardware and software systems function; back-up for emergency codes.