Call Center Operations Manager

1 week ago


Kansas City, Kansas, United States The University of Kansas Health System Full time
Job Overview
The University of Kansas Health System seeks a highly skilled Call Center Shift Supervisor to oversee the daily operations of our call center. As a key member of our team, you will be responsible for ensuring exceptional customer service and maintaining high levels of productivity.

About the Role
This is a full-time position that requires 2 years of experience in a supervisory role in a call center, switchboard, or dispatch environment. The ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively with diverse populations. Strong computer skills and knowledge of software systems are also essential.

Key Responsibilities
- Provide daily supervision of call center employees, promoting good leadership skills and encouraging customer service focus.
- Manage staff to achieve above-average service levels, including abandonment rate, hold time, wait time, and customer satisfaction.
- Prepare and reconcile daily, weekly, and monthly reports on call center statistics, emergency code activations, and employee performance.
- Develop and implement effective training programs for new hires and existing staff, ensuring they possess the necessary skills and knowledge to excel in their roles.
- Collaborate with the Call Center Manager and HR department to address disciplinary actions, attendance issues, and performance concerns.
- Work closely with other departments to identify areas for improvement and develop strategies to enhance operating efficiency.

Requirements
- High School Graduate or equivalent required; Associate's degree preferred.
- 2+ years of supervisory experience in a call center or related field.
- Excellent typing, grammar, and spelling skills, with strong attention to detail.

Compensation
The salary for this position is estimated to be around $60,000-$70,000 per year, depending on qualifications and experience.

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