Hiring: Call Center Supervisor - 140992 Company: UC San Diego Health Location: San Diego, CA Job Posted Time: 2026-09-10 13:23:52 Employment Type: Contract Target Skills & Keywords : ACLS, BLS, Microsoft Office, Quality Assurance, Zoom About the job Required Skills: •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. •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. 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. •Employment is subject to a criminal background check and pre-employment physical. •Must be able to work various hours and locations based on business needs. •May be called to serve in the Hospital Command Center during potential or actual emergency activations. Compensation: •$81,600 - $114,700 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!