Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

This role reports to the Manager of PBX and Emergency Preparedness. The Supervisor, PBX & Emergency Response is responsible for the day-to-day activities of the PBX Call Center; Specifically oversees the staff and assures adherence to established policies and procedures as well as sufficient staffing; Has accountability for the coordination of Customer Service delivery; Supervise PBX Call Center Associates on a day-to-day basis including high quality standards, sufficient staffing coverage and adherence to established policies and procedures. Assists the Manager as needed with any other duties as assigned.

As a successful candidate, you will:

• Supervise PBX Call Center day-to-day operations
• Assist with coaching, counseling and discipline of staff by monitoring, reviewing and appraising
• Staffing coverage by maintaining staff schedules and coordinating appropriate coverage when necessary
• Monitor service levels and make adjustments to meet service level to goal.
• Streamline process, monitor metrics and implement standard operation procedures.
• Support training and development to meet regularity compliance
• Coordinate the Maintenance and testing of equipment, alarms, supplies and report as necessary and facilitate repair or replacement of equipment.
• Responsibilities include maintaining AOC and other on-call schedules
• Conducts ongoing call audits to ensure call transfer accuracy and limiting call queue delays.
• Coordinate and ensure accurate communications messaging for all internal and external comm systems i.e. ReddiNet, Everbridge, Voicera, etc.
• Maintain and coordinate annual and quarterly reporting i.e. EOC/Safety, ReddiNet, Everbridge
• Maintain a centralized source of CoH directories, Contact lists, etc.
• Address issues, concerns and or situations in a professional manner and with a sense of urgency.

Your qualifications should include:

• High School Diploma or equivalent.
• 7 years related experience.
• Preferably: Related experience in a call center and/or operator environment within the healthcare setting. Associates degree and/or completed courses in leadership or management.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here. To learn more about our Comprehensive Benefits, please CLICK HERE.