Supervisor-Operator Services

Loma Linda University Health • Loma Linda, CA

1d

About The Position

USS: Operator Services-(Full-Time, Nights) - Job Summary: The Supervisor-Operator Services provides organizational leadership and operational support to a team of Operators. Provides an advanced level of customer support and Operator expertise as well as expert knowledge of equipment and systems used in the department. Manages customer relations issues, workflow process questions, and maintains high degree of problem solving capability. Assists with overseeing the daily operations of Operator Services, communicating new policies or processes, monitoring and managing Service Performance of the team, training, performance evaluations of staff, creating schedules, and daily, weekly, and monthly performance reports. Performs other duties as needed.

Requirements

• Associate's degree required or an additional two years of experience required in lieu of degree.
• Minimum two years experience in a call center setting or related area required, preferably in a healthcare setting.
• Able to keyboard 40 wpm.
• Broad knowledge and understanding of Call Center operational systems, equipment, and tasks.
• Excellent Customer Service skills.
• Ability to speak clearly and professionally both verbally and in writing.
• Able to read; write legibly; speak in English (and Spanish preferred) with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint).
• Operate/troubleshoot basic office equipment required for the position.
• Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction.
• Able to communicate effectively in English in person, in writing, and on the telephone; think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision.
• Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Nice To Haves

• Minimum one year of supervisory experience preferred.
• Ability to speak in Spanish preferred

Responsibilities

• Provides organizational leadership and operational support to a team of Operators.
• Provides an advanced level of customer support and Operator expertise as well as expert knowledge of equipment and systems used in the department.
• Manages customer relations issues, workflow process questions, and maintains high degree of problem solving capability.
• Assists with overseeing the daily operations of Operator Services, communicating new policies or processes, monitoring and managing Service Performance of the team, training, performance evaluations of staff, creating schedules, and daily, weekly, and monthly performance reports.
• Performs other duties as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees