Food Service Supervisor - Call Center

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
This role will support the NFS Call Center Manager on daily operations of the NFS Call Center. Under supervision, this role will be responsible for supporting mew and existing team members to improve outcomes, customer service and productivity through their expect knowledge of the variety of services the department provides and also serve as additional support to the team during high call volume and staffing shortage situations. This position will split its time between the Park Line and Medical Center locations.

Responsibilities:
1. Works closely alongside Call Center Manager and Team Leads to provide real time, direct support to the team as well as callers, recognize trends and potential issues, and productively seek opportunities for improvements and communicate all findings to the Call Center Manager.
2. Monitors time and attendance activity of the call center staff, records information in personnel records, notifies Call Center Manager of trends and enforces policies.
3. Prepare reports and work closely with supervisor to interpret and investigate processes.
4. Ensures all staff are provided adequate training and training needs are addressed in a prompt, accurate manner.
5. Assists Call Center Manager in the recruitment of new staff and ensures temporary staffing needs are addressed in a prompt and satisfactory manner.
5. Exercises an open door policy and actively encourages staff to approach their supervisor with questions or problems concerning work expectations and operations.
6.Ensures call center is appropriately staffed at all times to handle patient volume in the call center
7. Ensures all personnel matters are handled in a fair, confidential and prompt manner.
8. Answers patient calls or encounters regarding service delivery issues in a prompt, friendly and accurate manner.
9. Handle escalations requiring additional support and manage each escalation through its progression through a variety of higher level research and inquiry with other departments (Nursing, RDS, Other NFS Entities, etc.).
10. Creates and maintains a safe environment for patients, self, co-workers and facility.

Other Information

Job Details

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: NFS Patient Services

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Rotating

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.