Call Center Supervisor

In 2021 two of Kanas City's Orthopedic practice groups merged with the Kansas City Orthopedic Institute, the first and only hospital dedicated solely to Orthopedics. This merger formed the Kansas City Orthopedic Alliance, clinic practices that support the Hospital. Since this merger we have been working on creating and expanding a call center to assist with scheduling and directing calls.

We are now seeking an experienced Call Center Supervisor who has experience managing call center associates. We offer a competitive salary based on experience and benefit package.

Essential Responsibilities:

· Oversees a team of specialists managing all call center associates.

· Performs supervisor responsibilities including participating in hiring, performance reviews, training, counseling and performance improvement, approval of PTO/sick leave, and scheduling changes.

· Participates and directs at least monthly staff meetings with the team covering updates, concerns and workflow changes.

· Participates as a working supervisor (60% working on call-center duties – ie. answering calls, scheduling, etc./40% supervising)

· Responsible for inter-department communication and brings any questions and concerns or necessary issues to the attention of the Call Center Manager.

Additional Responsibilities:

· Any duties that may be required or considered “special projects” by the Call Center Manager.

· Works with the Call Center Manager to implement any scheduled template changes through a collaborative process with others impacted.

Skills:

· Customer service skills involving active listening, proper phone etiquette, ensuring time sensitivity is recognized by customers is required.

· Time management and the ability to be organized and handle multiple tasks concurrently.

• Possessing and fostering a Teamwork disposition highly regarded at all times.

Qualifications:

· Experience: 1-3 years of relevant experience and/or training preferred.Experience in managing people/teams is also preferred.

· Education: High School Diploma or GED

Essential Physical Demands:

Inability to meet one or more of these physical and/or mental requirements will not automatically disqualify a candidate, or employee from the position. Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

· Sit on a continuous basis at a desk to execute primary job responsibilities.

· Bend, squat, kneel, stoop and twist, on an occasional basis to move within the designated area.

· Lift up to 20 lbs. from the floor to various heights in order to transfer paper or other materials from storage to a use case such as a copy machine.

· Carry, Push and Pull with up to 20 lbs. of force for up to 300 ft. in order to transfer materials to and from different departments.

· Typing and manual dexterity on a frequent basis for computer work/data entry.

Job Type: Full-time

Pay: From $1.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
We are a hospital and clinic practices seeing patients on a daily basis. We require mask and vaccine status.

Work Location: One location