The Supervisor, Service Response Center (SRC) plays a critical leadership role in ensuring timely, high-quality service for patients, teammates, and partners across the Wake market. This position provides frontline supervision for 2nd and 3rd shift call center representatives, supporting essential services such as At Your Request (patient meals/room service), switchboard operations, Engineering, EVS, and other service requests.

In addition to managing call center operations, the Supervisor helps protect patient care and organizational resources by overseeing SPOT and temperature-monitoring alerts, ensuring timely follow-up when refrigerators or freezers fall outside normal ranges. These proactive interventions help prevent costly losses related to medications, research materials, and food inventory across inpatient facilities, ambulatory clinics, and research labs.

This role is essential to maintaining acceptable call response times, supporting teammate performance, and ensuring continuity of service during evenings and weekends.

Essential Functions

• Supervise and support Service Response Center staff to meet department objectives, including 24/7 coverage, accountability, and service excellence, with primary oversight of evening and overnight shifts.

• Assist with hiring, onboarding, coaching, performance reviews, and scheduling of SRC teammates.

• Monitor Key Performance Indicators (KPIs) to ensure call center metrics and service standards are consistently met.

• Perform and document Quality Assurance phone audits, providing real-time coaching and scheduled feedback to support continuous improvement.

• Answer inbound calls during peak volume and low-staffing periods, ensuring timely support for patients and internal customers.

• Coach and lead call center representatives in delivering professional, compassionate customer service; handle escalated calls and complaints and drive effective resolutions.

• Support the orientation and ongoing training of new and existing staff, including education on new workflows, systems, and processes.

• Monitor SPOT notifications and coordinate follow-up with appropriate departments when temperature excursions occur, helping prevent loss of medications, research, and food inventory.

• Partner with SRC leadership to maintain strong relationships with supported departments; represent the Service Response Center in meetings as needed.

• Assist with achieving financial objectives, including support of operational and capital equipment budgeting when requested.

• Maintain professionalism, confidentiality, and discretion at all times.

• Demonstrate flexibility in scheduling, including evenings and every other weekend, and actively participate in professional development and organizational initiatives.

Education & Experience

• Bachelor’s degree in Business, Psychology, or a related field preferred; extensive relevant experience may be considered in lieu of a degree.

• Minimum of two (2) years of people management or supervisory experience preferred.

• Experience training, coaching, and developing adult learners preferred.

• Customer service experience required; call center experience strongly preferred.

• Healthcare or switchboard experience is not required; strong people leadership and operational oversight are essential.

• Ability and willingness to work on-site (this is not a remote role).