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
• Responsible for providing care/service safely and efficiently for the care of each patient
• Locates appropriate physicians/services for callers and facilitates the connection
• 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 to achieve above average service levels
• Responsible for the preparation & reconciliation of reports daily, weekly and monthly
• Responsible for providing cover when additional phone coverage is needed
• Responsible for overseeing and acting as backup for all medical and security related emergency code activations
• Manages a core group of team members and conducts bi weekly meetings
• Perform routine back-up functions to ensure constant data integrity
• Make reports regarding traffic patterns and recommends ways to improve operating efficiency
• Interview and screen applicants
• Track and monitor attendance, performance and conduct related issues
• Work with HR to determine appropriate disciplinary actions
• Manage the call que(s), direct the Call Center Lead and accept escalated calls
• Manage downtime process (s) as needed for computer, software, phone and/or paging outages

• 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

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