Call Center Shift Supervisor

The University of Kansas Hospital • Kansas City, KS

74d

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.

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.

Nice To Haves

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

Responsibilities

• 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 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.
• Responsible for providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL.
• 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 perform routine clerical functions such as status changes, call schedule changes, and various system updates.
• 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.
• Attends mandatory weekly meetings with the Call Center Manager and monthly Call Center leadership meetings.
• Attends all quarterly Call Center operational, computer and customer service training sessions.
• Provides daily in-service meetings to staff or delegates when necessary.
• Maintains 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.
• Oversees all medical related code tests on all software systems, ensuring paging hardware and software systems are functioning.
• Provides initial, ongoing and cross-training of employee.
• Assesses employee level of knowledge, ensures that employee has a thorough understanding of job expectations.
• Reports 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.
• Performs routine back-up functions to ensure constant data integrity.
• Identifies and reports equipment trouble to supervisor.
• Makes reports regarding traffic patterns and recommends ways to improve operating efficiency.
• Interviews and screens applicants; makes recommendations with appropriate justification.
• Tracks and monitors attendance, performance and conduct related issues for core team members.
• Completes annual performance reviews and corrective action for core team members.
• Works with HR to determine appropriate disciplinary actions.
• Manages the call que(s), directs the Call Center Lead and accepts escalated calls received in the Call Center.
• Manages downtime process(es) as needed for computer, software, phone and/or paging outages.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: High school or GED