New

Call Center Supervisor - Hybrid - 138451

University of California - San Diego Medical Centers
United States, California, San Diego
7910 Frost Street (Show on map)
Feb 14, 2026
UCSD Layoff from Career Appointment: Apply by 02/17/26for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Reassignment Applicants: Eligible Reassignment clients should contact their Disability Counselor for assistance. This position will work a hybrid schedule which includes a combination of working both onsite at Lightwave Ave (San Diego, CA) and remote. DESCRIPTION Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Requires full knowledge of own area of functional responsibility. QUALIFICATIONS Seven (7) years of related experience, education/training, OR a Bachelor's degree in related area plus three (3) years of related experience/training. Related Experience: experience in a high-volume contact center or access operations environment, including oversight of performance metrics (e.g., quality, productivity, service levels) and direct supervision or team leadership responsibilities. Working knowledge of customer service. Interpersonal skills to effectively motivate others. Skills to evaluate issues and identify resolution. Verbal and written communication skills. Ability to effectively manage multiple priorities. Customer service experience and skills in providing coaching direction and guidance to customer service representatives. Demonstrated ability to lead. PREFERRED QUALIFICATIONS Bachelor's degree in business administration, healthcare administration, or related field. Experience supervising staff in a high-volume contact center environment. Experience in healthcare access, scheduling, registration, or patient-facing operations setting. Demonstrated Experience managing to performance metrics (Quality, productivity, service level, abandonment rate, schedule adherence). Experience conducting performance coaching, progressive discipline, and performance improvement planning. Experience with workforce management tools and contact center technologies. (IVR, ACD systems, CRM platforms) Experience supporting process improvement initiatives or operational change management efforts. Knowledge of patient authentication, HIPAA compliance, and regulatory standards in a healthcare environment. SPECIAL CONDITIONS Must be able to work various hours and locations based on business needs. Employment is subject to a criminal background check and pre-employment physical. Pay Transparency Act Annual Full Pay Range: $65,800 - $115,000 (will be prorated if the appointment percentage is less than 100%) Hourly Equivalent: $31.51 - $55.08 Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).