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 Comprehensive Benefits, please CLICK HERE.