Call Center Shift Supervisor - Olathe Hospital

Olathe Hospital, a reputable healthcare facility known for providing comprehensive medical services, is committed to delivering high-quality patient care and exceptional customer service. As part of the Kansas University Medical Center health system, the hospital prioritizes patient safety, operational efficiency, and community wellness, making it a trusted provider in the region. This hospital offers a dynamic, fast-paced environment where dedicated and compassionate professionals come together to support the healthcare needs of their diverse patient population. With a focus on innovation, collaboration, and continuous improvement, Olathe Hospital fosters a workplace culture that encourages growth, professionalism, and respect for all employees and patients alike.

The Call Center Shift Supervisor at Olathe Hospital plays a critical leadership role within the call center team, overseeing daily operations and ensuring that patient and internal customer communications are handled promptly and effectively. This full-time position requires a skilled supervisor to manage call center employees, lead by example, and maintain a high level of customer service. Responsibilities include managing call queues, coordinating between callers and hospital physicians or departments, and ensuring that communication protocols and emergency procedures are strictly followed. The supervisor will also be responsible for monitoring key performance indicators such as hold time, abandonment rates, and call quality to ensure that the call center delivers above-average service levels. Regular reporting, call monitoring, and staff coaching are essential components of this role, as is the obligation to provide ongoing training and support to the call center team. This position demands strong organizational, interpersonal, and technical skills, as well as the ability to handle multiple tasks efficiently in a high-energy healthcare environment. The supervisor will act as a backup for critical communications and emergency code activations, ensuring seamless operations during all shifts. Engaging with team members, conducting performance reviews, and participating in leadership meetings also fall under this role’s scope, reflecting the hospital's commitment to maintaining a supportive and effective workplace. Candidates with a high school diploma or equivalent, experience in call center supervision, and excellent customer service skills will thrive in this challenging and rewarding position. Olathe Hospital values diversity, equity, and inclusion and provides reasonable accommodations to qualified individuals with disabilities. This opportunity is ideal for individuals seeking to advance their career in healthcare communication management and contribute to the vital operations that support patient care and hospital excellence.