Assistant Contract Supervisor

ServiceSource, Inc. • Aurora, CO

4d • Onsite

About The Position

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities. The Switchboard Operator Assistant Contract Supervisor is expected to answer incoming phone calls and direct the calls to the appropriate person or department. The individual must be capable of answering phones in a courteous and patient manner, as well as providing effective telephone switchboard and other departmental services. The VA Switchboard is a 24-hour, 7-days a week operation. Operators are scheduled to work either full or part-time 1st shift (7:00a.m. – 3:00p.m.) 2nd shift (3:00p.m. – 11:00p.m.) 3rd shift (11:00p.m. – 7:00a.m.) Operators work independently in a small office like a call center environment. In addition to these general Switchboards Operator duties, the assistant will also act as the voice, eyes, and ears of the Contract Supervisor. Assist with payroll, scheduling, customer relations, and verbal/electronic forms of communication between the operation and facility administrators.

Requirements

• High School Diploma required
• Related experience required.
• Provide excellent customer service and model effective communication skills when handling callers.
• Must have excellent written, verbal, grammar, and reasoning skills.
• Ability to respond quickly and independently to varying emergency situations.
• Ability to handle confidential and sensitive information without breach.
• Considerable dependability & independence working alone during each.
• Strong leadership and management skills to motivate and guide teams effectively
• Analytical abilities to monitor performance metrics and identify areas for improvement
• Communication skills for coaching, feedback, and handling escalations
• Problem-solving skills to resolve operational or customer-related issues efficiently
• MUST pass the VA security clearance and background check.

Responsibilities

• Ensure the morning shift Monday-Friday starts and completes at a high level based on the requirements listed in the Statement of Work.
• Assist with payroll / timecards as needed by contract supervisor.
• Act as the voice, eyes, and ears for the contract supervisor.
• Assist employees with escalated calls.
• Act as the supervisor when the acting supervisor is out sick or on leave. This might cause an adjustment of schedule as the overall operations run 24/7 365.
• Verbal and email communication and correspondence between the supervisor, facility admin, employees, and contracting representatives as needed.
• Coaching, Training, and quality assurance during scheduled shifts.
• Manage daily call center operations, KPIs, and customer service best practices.
• Receive and route calls to correct departments/services.
• Must learn the internal intranet systems and VA phone protocols.
• Follow all safety rules and regulations.
• Route emergency calls are appropriately based on the Standard Operation Procedure manual.
• Performs all job tasks listed in Statement of Work.
• Available to backfill hours if colleagues are sick, on vacation or out based on other emergencies.
• Ability to communicate and work cooperatively with other Switchboard operators, Switchboard Supervisor, and Hospital staff.
• Additional Operator duties as assigned.
• Perform other responsibilities as assigned.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• Employee Assistance Program
• Wellness Program
• Tuition Assistance
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED