Call Center Shift Supervisor Job at The University of Kansas Health System (Kansas City)

Call Center Shift Supervisor

The Call Center Shift Supervisor provides daily supervision of call center emplo...

Location

United States , Olathe

Salary:

Not provided

The University of Kansas Health System

Expiration Date

Until further notice

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

Job Responsibility

Provides daily supervision of call center employees using techniques that reflect good leadership skills, encouraging employees to be customer service focused
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
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
Responsible for 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
Attend mandatory weekly meetings with the Call Center Manager and monthly Call Center leadership meetings
Attend all quarterly Call Center operational, computer and customer service training sessions

Fulltime

Call Center Shift Supervisor

The Call Center Shift Supervisor provides daily supervision of call center emplo...

Location

United States , Liberty

Salary:

Not provided

The University of Kansas Health System

Expiration Date

Until further notice

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

Job Responsibility

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 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 to ensure all work is being completed and documented correctly
Responsible for providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL
Provides 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

Fulltime

Facilities Call Center Specialist

We are looking for a Facilities Call Center Specialist to support critical servi...

Location

United States , Menlo Park

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or equivalent required
Four to six years of directly related experience in a call center, dispatch, customer service, facilities, security, or similar operational environment
Strong verbal and written communication skills with the ability to obtain accurate information and relay instructions clearly
Ability to remain composed under pressure while handling urgent situations, complaints, and time-sensitive service requests
Proficiency with computer-based systems and standard business applications, including Microsoft Word and Excel
Demonstrated ability to organize tasks independently, manage competing priorities, and meet deadlines
Sound judgment and problem-solving skills, with the ability to follow procedures, apply policies, and coordinate with multiple departments

Job Responsibility

Monitor incoming radio and phone communications, assess urgency, and coordinate the appropriate response when safety or operational issues arise
Gather complete details from callers, including location, incident type, and relevant conditions, and document the information accurately in the designated work order system
Dispatch facilities, security, or other response teams based on the nature of each request and follow through to support timely resolution
Maintain precise service records, log updates, and work order notes to ensure all activity is tracked clearly and consistently
Review active workflows throughout the shift to confirm that emergency and non-emergency requests are handled efficiently and according to established procedures
Prepare routine operational reports using standard office software such as Microsoft Word and Excel
Communicate important updates, unresolved issues, and emerging concerns to incoming team members during shift handoff
Work closely with supervisors, responders, and partner departments to support coordinated action and effective communication across operations

What we offer

medical
vision
dental
life and disability insurance
401(k) plan
free online training

Fulltime

Facilities Call Center Specialist

We are looking for a Facilities Call Center Specialist to support critical servi...

Location

United States , Menlo Park

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or equivalent required
Four to six years of directly related experience in a call center, dispatch, customer service, facilities, security, or similar operational environment
Strong verbal and written communication skills with the ability to obtain accurate information and relay instructions clearly
Ability to remain composed under pressure while handling urgent situations, complaints, and time-sensitive service requests
Proficiency with computer-based systems and standard business applications, including Microsoft Word and Excel
Demonstrated ability to organize tasks independently, manage competing priorities, and meet deadlines
Sound judgment and problem-solving skills, with the ability to follow procedures, apply policies, and coordinate with multiple departments

Job Responsibility

Monitor incoming radio and phone communications, assess urgency, and coordinate the appropriate response when safety or operational issues arise
Gather complete details from callers, including location, incident type, and relevant conditions, and document the information accurately in the designated work order system
Dispatch facilities, security, or other response teams based on the nature of each request and follow through to support timely resolution
Maintain precise service records, log updates, and work order notes to ensure all activity is tracked clearly and consistently
Review active workflows throughout the shift to confirm that emergency and non-emergency requests are handled efficiently and according to established procedures
Prepare routine operational reports using standard office software such as Microsoft Word and Excel
Communicate important updates, unresolved issues, and emerging concerns to incoming team members during shift handoff
Work closely with supervisors, responders, and partner departments to support coordinated action and effective communication across operations

What we offer

medical, vision, dental, life and disability insurance
401(k) plan
free online training

Fulltime

Global Security Operations Center Supervisor

Allied Universal®, North America's leading security and facility services compan...

Location

United States , Southlake

Salary:

26.00 USD / Hour

Allied Universal®

Expiration Date

Until further notice

Requirements

College Degree (BA) or equivalent work experience in an operations center or dispatch capacity
At least four years of experience in security
Ability to meet licensing requirements subject to state and/or local laws and regulations
Excellent instructional, customer service, written and verbal communication skills
Experience in conducting research/analysis
Ability to multitask in a fast paced, at times stressed work environment
Comfortable with high-tech work environment and constant learning of new tools and innovations
Flexibility to work all shifts, and willingness to assist the team with overtime when needed
Good working knowledge of Microsoft Office suite and Windows OS
Self-motivated, curious, and knowledgeable pertaining to news and current events

Job Responsibility

Receiving shift pass down information, and conducting shift briefings to provide updates, assignments, training, and uniform compliance
Maintaining situational awareness of natural and man-made events that may compromise the safety and security of personnel, business operations, and infrastructure for client locations globally
Drafts and sends emergency mass notifications and other crisis communications
Ensuring that field personnel respond to all emergencies: medical, fire, hazardous materials, natural disasters, and accidents
Assisting the Client's security personnel with the development and/or revision of security operation center processes, protocols, and systems
Identifying and routing security for resolution of any nuisance or trouble (physical security) alarms
Provides back-up, support, and on-call function as-needed
Oversees quality control and oversight for all production, support, and staffing functions in conjunction with GSOC Operations Manager
Directly assists in developing and maturing the capabilities of the GSOC including support for operations and the intelligence/analytics areas
Supervise the maintenance and deployment of a GSOC knowledge management dashboard (ex: SharePoint Site or other tool)

Fulltime

Facilities Call Center Specialist

We are looking for a Facilities Call Center Specialist to support critical servi...

Location

United States , Menlo Park

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or an equivalent combination of education and training
At least 4 to 6 years of directly related experience in call center, dispatch, customer service, or facilities support operations
Strong verbal and written communication skills with the ability to remain calm and attentive during high-pressure situations
Ability to prioritize tasks independently, manage multiple requests at once, and respond effectively to changing conditions
Experience documenting incidents, service requests, and operational notes accurately within a computer-based system
Proficiency with Microsoft Word, Excel, and other common office or dispatch-related applications
Strong problem-solving skills and the ability to coordinate with multiple departments to resolve issues efficiently
Ability to interpret procedures, policies, and operational guidelines while maintaining attention to detail

Job Responsibility

Monitor incoming radio and call activity to identify urgent situations and coordinate the appropriate response teams when safety concerns arise
Gather essential details from callers, including location, issue type, and severity, to support timely and accurate dispatch decisions
Record service requests, incident details, and ongoing updates in the designated asset and work order management system
Decide whether facilities, security, or other internal groups should respond based on the nature of each request
Maintain complete shift logs and work order records to ensure accurate tracking of activity and follow-up actions
Prepare routine operational reports using standard office software such as Microsoft Word and Excel
Provide detailed shift handovers so incoming staff are informed of unresolved issues, active incidents, and priority tasks
Review daily workflows to confirm that both urgent and routine requests are handled professionally and within expected timeframes
Communicate closely with supervisors, dispatch personnel, facilities staff, and security teams to support coordinated operations

What we offer

medical, vision, dental, and life and disability insurance
enrollment in company 401(k) plan

Fulltime

Facilities Call Center Specialist

We are looking for a detail-oriented Facilities Call Center Specialist to join o...

Location

United States , Menlo Park

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or equivalent is required
Four to six years of progressively responsible experience in a related field
Proficiency in using computer systems, including Microsoft Word and Excel
Strong ability to adapt to changing situations and manage ambiguity effectively
Excellent problem-solving skills with the ability to identify and implement solutions
Exceptional communication skills, both verbal and written, to interact tactfully with various stakeholders
Proven ability to prioritize tasks, manage time efficiently, and meet deadlines
Familiarity with policies, procedures, and regulations applicable to facilities and security operations

Job Responsibility

Monitor radio communications to address potential safety concerns and dispatch additional personnel as required
Utilize the Enterprise Asset Management System to manage work orders and dispatch appropriate teams based on the nature of requests
Communicate with emergency callers to gather critical information and ensure accurate documentation in the system
Maintain detailed logs and records to ensure all work processes are executed thoroughly and efficiently
Determine appropriate departments, such as facilities or security, to respond to different situations
Prepare daily and weekly reports using software tools like Microsoft Word and Excel
Brief incoming personnel on relevant updates or incidents to ensure a seamless transition between shifts
Oversee workflow processes to ensure emergency and non-emergency operations are carried out professionally and promptly
Collaborate with supervisors, shift commanders, and other responders to coordinate effective solutions

What we offer

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

Facilities Call Center Specialist

We are looking for a dedicated Facilities Call Center Specialist to join our tea...

Location

United States , Menlo Park

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

High school diploma or equivalent education
Four to six years of progressively responsible experience in a related field
Proficiency in using Microsoft Word, Excel, and other software tools
Strong ability to adapt to changing situations and handle ambiguity effectively
Excellent problem-solving skills and the ability to identify solutions under pressure
Calm and detail-oriented demeanor when interacting with others, especially in high-stress situations
Solid organizational skills, with the ability to prioritize tasks and meet deadlines independently
Knowledge of security, facility operations, and compliance with relevant regulations

Job Responsibility

Monitor radio communications and respond promptly to situations involving potential threats to personnel safety
Utilize the Enterprise Asset Management System to dispatch appropriate personnel and record emergency information accurately
Ask targeted questions to emergency callers to gather complete and precise information for effective response
Maintain detailed records of work orders and log notes within the management system
Determine the appropriate department, such as facilities or security, to respond to specific incidents
Create daily and weekly reports using automated software tools, including Microsoft Word and Excel
Brief incoming personnel on relevant updates and operational details from the previous shift
Oversee workflow processes to ensure all tasks are executed professionally and on time
Collaborate with supervisors and responders to coordinate solutions and ensure smooth operations
Apply critical thinking to solve problems, identify solutions, and improve response protocols

What we offer

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan

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Call Center Shift Supervisor

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