Hospital Call Center Shift Leader

The University of Kansas Health System; Olathe (KS); On-site; USD 48,000 - 68,000; Full time

Job summary

The University of Kansas Health System in Olathe is seeking a Call Center Shift Supervisor to lead daily operations in the hospital's call center. You will supervise staff, ensure customer-focused service, and coordinate performance metrics to sustain high-quality patient and physician communications.

The role requires 2+ years in a supervisory call center role, strong leadership, and excellent communication.

Qualifications

• High School Diploma or GED is required.
• 2+ years of supervisory experience in a call center, switchboard, or dispatch environment.
• Experience interacting with a diverse population with sensitivity, tact and discretion.

Responsibilities

• Supervise call center staff to maintain above-average service levels for metrics like abandonment rate, hold time, and wait time.
• Coordinate and document daily/weekly/monthly call center statistics and reports.
• Provide coverage for call center operations using Infinity IS, Communicator, and ONCALL.
• Lead biweekly team meetings and conduct regular coaching based on call monitoring results.
• Assist with onboarding, training, and disciplinary actions as needed.

Skills

Supervisory experience

Customer service oriented

Communication skills

Leadership

Education

High School Diploma or GED

Associates degree

Job description

The University of Kansas Health System in Olathe is seeking a Call Center Shift Supervisor to lead daily operations in the hospital's call center. You will supervise staff, ensure customer-focused service, and coordinate performance metrics to sustain high-quality patient and physician communications.

The role requires 2+ years in a supervisory call center role, strong leadership, and excellent communication.