**Work Hours:** Tuesday to Saturday, 1:00 PM to 9:30 PM _*This position requires full-time onsite work._ **About Us** Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: + We serve faithfully by doing what's right with a joyful heart. + We never settle by constantly striving for better. + We are in it together by supporting one another and those we serve. + We make an impact by taking initiative and delivering exceptional experience. **Benefits** Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: + Eligibility on day 1 for all benefits + Dollar-for-dollar 401(k) match, up to 5% + Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more + Immediate access to time off benefits At Baylor Scott & White Health, your well-being is our top priority. Note: Benefits may vary based on position type and/or level **Job Summary** The Supv CSC Dispatch oversees daily operations of the customer service center, including hiring and disciplinary actions. Monitors call volumes, productivity, and Quality Reviews. Handles escalated and overflow calls as needed. **Essential Functions of the Role** + Oversees daily department operations, including workload flow, delegating tasks, and managing employee issues. Supervise time and attendance issues. + Serves as a liaison with other departmental and vendor contacts. + Partners on employment conclusions, including hiring, firing, and disciplinary actions. Provide input and feedback on performance reviews. + Monitors dashboards/reports to ensure Specialists are all available/ready. + Responds timely to all email correspondences from internal and external departments. + Completes weekly statistical reports and daily collection reports as needed. + Reviews and monitors Quality Review scores for staff. + Handles and resolves escalated and overflow calls. + Ensures internal departmental metrics are met and maintained. **Key Success Factors** + Associate's degree preferred. + Able to make tactical conclusions about allocating and directing supervised employees' work using established guidelines, policies, and procedures. + Able to make effective hiring and termination recommendations. + Able to train, and evaluate performance of supervised staff. + General computer skills include Microsoft Office, information security, scheduling, payroll systems, electronic medical documentation, and email. + Ability to multi-task in fast paced environment. + Telephonic communication skills + Written and verbal communication skills. + Basic computer skills (Outlook, Word, Excel). + Must be able to follow accounts through to completion. + Conflict resolution skills **Belonging Statement** We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve. **QUALIFICATIONS** + EDUCATION - H.S. Diploma/GED Equivalent + EXPERIENCE - 2 Years of Experience + CERTIFICATION/LICENSE/REGISTRATION - 911 Certification (911CERT): Obtain within 6 months of date of hire. As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.