Call Center Supervisor

Your future role at a glance

Location: Austin, TX

Facility: Good Health Solution

Department/Specialty: Call Center & Patient Service

Schedule: Sunday - Saturday 8:00a - 4:30p w/ rotating weekend

Life at Ascension: Where purpose meets opportunity

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 97,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you'll find an inclusive and supportive environment where your contributions truly matter.

Benefits that help you thrive

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program , counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Other benefits: optional legal and pet insurance, transportation savings and more

How you'll make an impact in this role

Supervise the daily activities of the call center staff in assigned areas.

• Provide leadership, orientation, training, coaching, and mentoring to departmental staff. Assist with performance evaluations and disciplinary actions.
• Determine, coordinate and supervise daily staffing assignments and staffing levels.
• Ensure staff compliance with departmental and organizational policies, procedures and protocols.
• Participate in multidisciplinary meetings, committees, and projects addressing issues related to educational initiatives, conflict resolution, cost containment issues, implementation of new services/systems, and performance measures.
• Work collaboratively with leadership to meet and exceed call center performance standards.

What minimum requirements you'll need

Education:

• High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree with 1 year of experience OR 5 years of applicable cumulative job specific experience required. 2 years of leadership or management experience preferred.

Equal employment opportunity employer


Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Fraud prevention notice


Prospective applicants should be vigilant against fraudulent job offers and interview requests. Scammers may use sophisticated tactics to impersonate Ascension employees. To ensure your safety, please remember: Ascension will never ask for payment or to provide banking or financial information as part of the job application or hiring process. Our legitimate email communications will always come from an @ascension.org email address; do not trust other domains, and an official offer will only be extended to candidates who have completed a job application through our authorized applicant tracking system.

E-Verify statement

Employer does not participate in E-Verify and therefore cannot employ STEM OPT candidates.

Responsibilities

Supervise the daily activities of the call center staff in assigned areas.

• Provide leadership, orientation, training, coaching, and mentoring to departmental staff. Assist with performance evaluations and disciplinary actions.
• Determine, coordinate and supervise daily staffing assignments and staffing levels.
• Ensure staff compliance with departmental and organizational policies, procedures and protocols.
• Participate in multidisciplinary meetings, committees, and projects addressing issues related to educational initiatives, conflict resolution, cost containment issues, implementation of new services/systems, and performance measures.
• Work collaboratively with leadership to meet and exceed call center performance standards.

Qualifications

Education:

• High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree with 1 year of experience OR 5 years of applicable cumulative job specific experience required. 2 years of leadership or management experience preferred.