University of Southern California
Los Angeles, CA
The Medical Call Center Customer Service Supervisor oversees the customer service staff at the USC Academic Medical Centers and the USC Health Sciences Campus, ensuring that all electronic, voice, text, email, and web-based communications adhere to privacy, confidentiality, and emergency response protocols.
Responsibilities Supervise and schedule call center operations teams, ensuring adequate coverage and implementing staffing plans.
Develop, implement, and revise operational policies and procedures to support strategic goals.
Provide training, guidance, and performance appraisals for staff, including disciplinary actions when necessary.
Conduct quality assurance reviews and recommend changes to improve service delivery.
Create and manage shift schedules and coordinate on‑call information for communication relay.
Monitor and approve data input for provider master schedules in the appointment scheduling application.
Assist in budget development, analyze expenditures, and make...