Call Center Supervisor
The University of California, San Diego
About this position
Position Description
UC San Diego Health Medical Center Operator Department is responsible for answering over 700K calls, in addition to 16K code call activations, per year, and serves all health system locations. The department provides telephone information, directory assistance, code activations, paging services, and on-call information utilizing supporting materials and databases. Operators also provide messaging services, departmental listing information, and electronic medical record inpatient information. Operators monitor, respond to, and process multiple life-critical codes, strictly adhering to established procedures. Reporting to the Manager of Medical Center Operators, the Supervisor supervises, coordinates, and oversees the day-to-day operations of the department, including activities such as staff supervision, coaching, and training; call monitoring; data collection and analysis; policy and procedure implementation; adherence to Human Resources policies and applicable labor contractual guidelines; and monitoring compliance with departmental policies, procedures, and service standards. This position also provides support to emergency response operations in the Hospital Command Center when requested. The responsibilities listed are examples of typical work performed by the Supervisor. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities required by positions in this job classification. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility entailed. Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining, and evaluating employees; administers scheduling systems; communicates job expectations; conducts performance evaluations; and enforces departmental policies, procedures, and applicable labor contract agreements. Monitors employee performance by reviewing call quality, productivity metrics, customer service performance, attendance, and other operational measures; provides coaching, mentoring, performance feedback, and corrective action as appropriate; and develops action plans to improve individual and team performance. In collaboration with the Manager, assists with evaluating operational needs, reviewing department performance, and identifying opportunities to improve workflows, productivity, quality, and customer service; supports the implementation of operational strategies, process improvements, and new technologies to enhance department operations and performance. Supervises and coordinates daily department operations by monitoring workflow, call activity, staffing, and communication systems; identifies and resolves operational issues; implements process improvements; ensures compliance with departmental policies and procedures; and ensures productivity, quality, and customer service standards are met. Maintains employee attendance, scheduling, payroll, timekeeping, billing, and related departmental records; coordinates staffing schedules to ensure adequate coverage for all shifts, operational needs, and call volumes; and ensures compliance with departmental and organizational policies and procedures. Ensures communication systems and departmental equipment are maintained by monitoring system performance; coordinating repairs; supporting preventive maintenance activities; assisting with equipment testing and upgrades; and maintaining operational readiness. Oversees the daily operation of systemwide paging, WebPaging program, on-call scheduling, pager programming, billing, online directory systems, and related communication platforms to ensure reliable service, accurate data, and timely customer support. Prepares operational reports, code reports, iReports, paging utilization reports, billing reconciliation reports, and other departmental reports to support operational performance, quality improvement, and leadership reporting needs. Serves as an operational escalation point for customer service issues by responding to customer inquiries and concerns; researching and resolving complex operational issues; maintaining appropriate documentation; communicating resolutions and status updates; and ensuring customer service standards are consistently met. Performs other duties as assigned.
Qualifications
Bachelor's degree from an accredited college or university with a major related to communications, business management, or other closely related field. OR Nine (9) years of applicable work experience, preferably in healthcare. Minimum five (5) years of progressively responsible experience in a high-volume call center operation, preferably in a healthcare environment, or an equivalent combination of related experience and education. Two (2) years of recent supervisory, lead, or equivalent leadership experience. Strong computer skills with proficiency in MS Office Suite, SharePoint, Teams, and Zoom. Experience with call center software, telephone systems, and related operational systems. Knowledge of call center operations, staffing, customer service principles, workforce scheduling, quality assurance practices, employee performance management, and call management systems. Proven written, verbal, and interpersonal communication skills with the ability to effectively communicate and build collaborative working relationships in a complex healthcare environment. Demonstrated ability to work under considerable pressure and stress during emergencies.