Lead Call Center Agent (UPMC Hamot)

UPMC • Erie, PA

5d

About The Position

UPMC Hamot is hiring a full-time Lead Call Center Agent. The position enhances customer service by assisting the supervisor with the daily operations of Call Center Agents and administrative responsibilities. Candidates must be available to work all three shifts.

The Lead Call Center Agent provides service to the UPMC Hamot community, patients, families, and staff while protecting the integrity and confidentiality of data and information through physical and electronic measures. The role may also function as a Call Center Agent and serves as backup to the Call Center Supervisor/Coordinator.

Requirements

• High school graduate or equivalent.
• At least three years of telecommunications switchboard experience.
• Proficiency in operating Telephone Operators software.
• Excellent customer service skills.
• Knowledge of Word and Excel.
• Act 34 clearance.

Responsibilities

• Complete administrative duties assigned by the Call Center Supervisor/Coordinator, including entering on-call schedules into the database and updating hospital and physician office protocols.
• Assist the Call Center Supervisor/Coordinator in communicating changes and updates accurately and efficiently to call center staff.
• Complete pager service requests and maintain appropriate documentation.
• Assist with staff scheduling and provide input to employee evaluations.
• Provide service to the UPMC Hamot community, patients, families, and staff while protecting the integrity and confidentiality of data and information through physical and electronic measures.
• Function as a Call Center Agent as needed.
• Support and coach agents in providing the highest quality of customer service.
• Serve as backup to the Call Center Supervisor/Coordinator.
• Communicate customer and staff complaints or concerns to the Call Center Supervisor/Coordinator.
• Assist in developing and implementing new agent training manuals and procedures.
• Assist with Call Center reports and billing as needed.
• Assist with employee recruitment by conducting phone screens and arranging interviews for the supervisor.
• Assist with Kronos as a Timekeeper.
• Assist with E-Procurement requests to maintain appropriate inventory of office supplies and technology hardware for the Call Center.
• Help facilitate departmental recruitment and retention activities.
• Help coordinate staffing for sick calls.

What This Job Offers

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