Call Center Shift Supervisor

Position Summary / Career Interest

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, and demonstrating good public relations for internal and external customers.

Call Center Shift Supervisor — Olathe Hospital, Varies

• Responsible for providing care/service safely and efficiently for each patient, completing multiple tasks in a fast‑paced, high‑energy environment; locating appropriate physicians/services for callers and facilitating the connection of the two; operating the overhead paging system and paging physicians as needed; serving as the answering service for hospital departments and physician practices.
• Responsible for providing daily supervision of call center employees, using good leadership skills and encouraging a customer‑service focus; demonstrating strong public relations with internal and external customers.
• Responsible for managing staff to perform job responsibilities and tasks in a manner that helps the call center team achieve above‑average service levels for abandonment rate, hold time, wait time, and customer service.
• Responsible for the preparation and 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 documented correctly.
• Responsible for providing cover when additional phone coverage is needed by using all software programs (Infinity IS, Communicator, ONCALL); providing 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; assisting the team to ensure protocols are followed; performing routine clerical functions such as status changes, call schedule changes, and system updates.
• Manages a core group of team members and conducts bi‑weekly meetings with them; performs call monitoring each shift, provides monthly call‑monitoring quality scores to representatives, and documents results; manages time‑off requests and overtime requirements; works with the Call Center Manager to ensure scores meet minimum guidelines and provides coaching.
• Attends mandatory weekly meetings with the Call Center Manager and monthly leadership meetings; attends quarterly operational, computer, and customer‑service training sessions; provides daily in‑service meetings to staff or delegates as necessary; maintains office manuals and notebooks; conducts monthly shift meetings with all team members to ensure continuity of shift and overall operations.
• Oversees all medical related code tests on all software systems, ensuring paging hardware and software are functioning; must be able to use all switchboard software and hardware systems.
• Provides initial, ongoing, and cross‑training of employees; assesses employee knowledge, ensures understanding of job expectations, and assists Call Center trainer with training as needed; reports any issues to the Call Center Manager; assists with explanation of departmental procedures and organization of the medical center to new team members.
• Performs routine back‑up functions to ensure constant data integrity; identifies and reports equipment trouble to supervisor.
• Creates 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, conduct issues for core team members; completes annual performance reviews and corrective action; works with HR to determine disciplinary actions and presents disciplinary CAF forms when necessary; involves the Call Center Manager when required.
• Manages the call queue(s), directs the Call Center Lead, and accepts escalated calls received in the Call Center.
• Manages downtime…