Call Center Shift Supervisor

Liberty Hospital Call Center Shift Supervisors lead a team of call-center representatives in a fast-paced, high-energy environment, ensuring safe, efficient, and customer-focused service for every caller.

Responsibilities

• Provide daily supervision of call-center employees using leadership techniques that promote customer service and positive public relations for internal and external customers.
• Locate appropriate physicians/services for callers and facilitate connections.
• Operate the overhead paging system and page physicians as needed.
• Serve as the answering service for hospital departments and physician practices.
• Manage staff to achieve above-average service levels for abandonment rate, hold time, wait time, and customer service.
• Prepare and reconcile daily, weekly, and monthly reports, including 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, and Shift Reports.
• Provide coverage when additional phone support is needed, using software programs such as Infinity IS, Communicator, and ONCALL.
• Respond rapidly and professionally to all internal and external callers.
• Oversee and act as backup for all medical and security-related emergency code activations while in the department; ensure protocols are followed.
• Perform routine clerical functions such as status changes, call schedule changes, and system updates.
• Manage a core group of team members, conduct bi-weekly meetings, perform weekly call monitoring, provide monthly quality scores, and document results.
• Manage time-off requests and overtime requirements for team members.
• Work with the Call Center Manager to ensure call monitoring scores meet minimum guidelines and provide coaching on contacts.
• Attend mandatory weekly meetings with the Call Center Manager and monthly leadership meetings.
• Participate in quarterly operational, computer, and customer service training sessions.
• Conduct or delegate daily in-service meetings for staff.
• Maintain office manuals and notebooks.
• Conduct monthly shift meetings to ensure continuity in operations.
• Oversee all medical-related code tests on software systems, ensuring paging hardware and software are functioning.
• Use all switchboard software and hardware systems proficiently.
• Provide initial, ongoing, and cross-training for employees; assess knowledge levels and ensure understanding of job expectations.
• Assist the Call Center trainer with training as needed and report issues to the Call Center Manager.
• Explain departmental procedures and the organization of the medical center to new team members.
• Perform routine backup functions to ensure data integrity and report equipment issues.
• Analyze traffic patterns and recommend improvements for operating efficiency.
• Interview and screen applicants; make hiring recommendations with justification.
• Track and monitor attendance, performance, and conduct-related issues; complete annual performance reviews and corrective actions for core team members.
• Work with HR to determine appropriate disciplinary actions and create disciplinary forms as needed.
• Manage call queues, direct the Call Center Lead, and handle escalated calls.
• Manage downtime processes for computer, software, phone, or paging outages.
• Demonstrate professional, clinical, or technical competencies of the assigned unit or department.

Requirements

• High School Graduate or GED.
• 2 or more years of experience in a supervisory role in a call center, switchboard, or dispatch environment.
• Experience interacting and communicating with a diverse population using sensitivity, tact, and discretion.

Preferred Qualifications

• Associate Degree in a related field from an accredited college or university.

Skills

• Excellent typing, grammar, and spelling skills.
• Ability to coordinate activities or tasks of people and groups.
• Strong computer skills.
• Excellent customer service skills.

Schedule

Full time