Lead Telephone Operator

Mayo Clinic • Rochester, MN

2d

About The Position

The Lead Telephone Operator will support the daily operations ensuring timely and accurate call handling, paging, and message routing. Serves as liaison between departments and ensures compliance with standards and processes. Provide daily operational guidance and support to the telephone operators, assist with training new staff, monitor call center metrics, provide feedback and coaching to operators for their success, assist with scheduling and coverage planning, generate reports and contribute to quality improvement initiatives, participate in meetings and cross-functional projects as applicable, troubleshoot systems issues by collaborating with managers, IT and telecom teams to report and follow up on technical issues. The lead will answer and route incoming calls as an operator, handle emergent calls according to protocols. This positon requires the lead to uphold confidentiality and compliance at all times.

Requirements

• Requires a high school diploma or equivalent (G.E.D.)
• Excellent communication, multitasking, and problem-solving skills
• The ability to remain calm and effective in high-pressure situations
• Must be proficient in the use of computers and Microsoft applications

Nice To Haves

• Experience in a call center and lead experience preferred
• Proficiency with telephone systems, paging software, and EMR platforms experience a plus

Responsibilities

• Timely and accurate call handling
• Paging
• Message routing
• Serve as liaison between departments
• Ensure compliance with standards and processes
• Provide daily operational guidance and support to the telephone operators
• Assist with training new staff
• Monitor call center metrics
• Provide feedback and coaching to operators
• Assist with scheduling and coverage planning
• Generate reports
• Contribute to quality improvement initiatives
• Participate in meetings and cross-functional projects
• Troubleshoot systems issues
• Answer and route incoming calls as an operator
• Handle emergent calls according to protocols
• Uphold confidentiality and compliance at all times

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees