Call Center Shift Supervisor

The University of Kansas Health System•Kansas City, KS

About The Position

The Call Center Shift Supervisor provides daily supervision of call center employees using techniques that reflect good leadership skills, encouraging employees to be customer service focused, demonstrating good public relations for internal and external customers. Responsible for providing care/service safely and efficiently for the care of each patient with the demonstrated ability to complete multiple tasks in a fast paced, high energy environment. Locates appropriate physicians/services for callers and facilitates the connection of the two. Operates overhead paging system and pages physicians as needed. Serves as the answering service for hospital departments and physician practices Responsible for providing daily supervision of call center employees using techniques that reflect good leadership skills & encourage employees to be customer service focused. Supervisors will demonstrate good public relations for internal and external customers. Responsible for managing staff to perform job responsibilities and tasks in a manner that will help the call center team achieve above average service levels for abandonment rate, hold time, wait time and customer service. Responsible for the preparation& reconciliation of reports daily, weekly and monthly of Call Center Shift statistics, Emergency Code Activation Logs, Call Center Rep statistics, EBS reports, Backup Emergency Code Activation Logs, On Call Change Logs, Call Quality, Operator Log in/Out reports, Shift Reports &/or other reporting as needed to ensure all work is being completed and documented correctly. Responsible for providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL. Provides rapid and professional response to all internal and external callers. Responsible for overseeing and acting as backup for all medical and security related emergency code activations while in the department. Assists the team to ensure protocols are followed. Acts as backup to performs routine clerical functions such as status changes, call schedule changes, and various system updates. Responsible for Manages a core group of team members and conducts bi weekly meetings with core team members; performs call monitoring each shift staff member weekly, provides monthly call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements. Works with Call Center Manager and staff member to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts. Attend mandatory weekly meetings with the Call Center Manager and monthly Call Center leadership meetings. Attend all quarterly Call Center operational, computer and customer service training sessions. Provide daily in-service meetings to staff or delegate when necessary. Maintain office manuals and notebooks. Conducts monthly shift meetings with core team members and other team members to ensure continuity in shift and overall call center operations. Oversee all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning. Must be able to use all switchboard software and hardware systems. Provide initial, on-going and cross-training of employee. Assess employee level of knowledge, ensure that employee has a thorough understanding of job expectations, and assist Call Center trainer with training as needed. Report any issues to Call Center Manager. Assists with explanation of departmental procedures and the organization of the medical center to new Call Center team members. Perform routine back-up functions to ensure constant data integrity as well as Identifies and reports equipment trouble to supervisor. Make reports regarding traffic patterns and recommends ways to improve operating efficiency Interview and screen applicants; makes recommendations with appropriate justification. Track and monitor attendance, performance and conduct related issues for core team members as well as completes annual performance reviews and corrective action for core team members Work with HR to determine appropriate disciplinary actions and to create and present any disciplinary CAF forms when necessary as well as involves the Call Center Manager when needed. Manage the call que(s), direct the Call Center Lead and accept escalated calls received in the Call Center Manage downtime process (s) as needed for computer, software, phone and/or paging outages. Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department. These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Requirements

High School Graduate or GED.
2 or more years of experience in a supervisory role in a call center, switchboard call center or dispatch environment.
Experience interacting and communicating with a diverse population using sensitivity, tact and discretion.
Excellent typing, grammar and spelling skills.
Ability to coordinate activities or tasks of people and groups.
Strong computer skills.
Excellent customer service skills.

Nice To Haves

Associates Degree in a related field of study from an accredited college or university.

Responsibilities

Providing care/service safely and efficiently for the care of each patient with the demonstrated ability to complete multiple tasks in a fast paced, high energy environment.
Locates appropriate physicians/services for callers and facilitates the connection of the two.
Operates overhead paging system and pages physicians as needed.
Serves as the answering service for hospital departments and physician practices
Providing daily supervision of call center employees using techniques that reflect good leadership skills & encourage employees to be customer service focused.
Managing staff to perform job responsibilities and tasks in a manner that will help the call center team achieve above average service levels for abandonment rate, hold time, wait time and customer service.
Preparation& reconciliation of reports daily, weekly and monthly of Call Center Shift statistics, Emergency Code Activation Logs, Call Center Rep statistics, EBS reports, Backup Emergency Code Activation Logs, On Call Change Logs, Call Quality, Operator Log in/Out reports, Shift Reports &/or other reporting as needed to ensure all work is being completed and documented correctly.
Providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL.
Providing rapid and professional response to all internal and external callers.
Overseeing and acting as backup for all medical and security related emergency code activations while in the department.
Assists the team to ensure protocols are followed.
Acting as backup to performs routine clerical functions such as status changes, call schedule changes, and various system updates.
Managing a core group of team members and conducts bi weekly meetings with core team members; performs call monitoring each shift staff member weekly, provides monthly call monitoring quality scores to Call Center Representatives and documenting results; manages team members time off requests and overtime requirements.
Working with Call Center Manager and staff member to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts.
Attending mandatory weekly meetings with the Call Center Manager and monthly Call Center leadership meetings.
Attending all quarterly Call Center operational, computer and customer service training sessions.
Providing daily in-service meetings to staff or delegate when necessary.
Maintaining office manuals and notebooks.
Conducting monthly shift meetings with core team members and other team members to ensure continuity in shift and overall call center operations.
Overseeing all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning.
Using all switchboard software and hardware systems.
Providing initial, on-going and cross-training of employee.
Assessing employee level of knowledge, ensure that employee has a thorough understanding of job expectations, and assist Call Center trainer with training as needed.
Reporting any issues to Call Center Manager.
Assisting with explanation of departmental procedures and the organization of the medical center to new Call Center team members.
Performing routine back-up functions to ensure constant data integrity as well as Identifies and reports equipment trouble to supervisor.
Making reports regarding traffic patterns and recommends ways to improve operating efficiency
Interviewing and screening applicants; makes recommendations with appropriate justification.
Tracking and monitoring attendance, performance and conduct related issues for core team members as well as completes annual performance reviews and corrective action for core team members
Working with HR to determine appropriate disciplinary actions and to create and present any disciplinary CAF forms when necessary as well as involves the Call Center Manager when needed.
Managing the call que(s), direct the Call Center Lead and accept escalated calls received in the Call Center
Managing downtime process (s) as needed for computer, software, phone and/or paging outages.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.