Lead Telephone Operator - Health Science District (3:30pm - 12:00am)

University Health

13d•Onsite

About The Position

The Lead Telephone Operator will be responsible for leading the activities of the Corporate Operator Services Department. This role works under the general supervision of the Operator Services Manager, Trainer & Corporate Operator Services Director. The position requires performing all duties and functions of a Telephone Operator - Hospital, including all duties, knowledge, and skills as defined in that job description.

Requirements

High school diploma or equivalent.
Two years’ experience as a Telephone Operator and/or high-volume call center.
One year experience in TMC Operator Services department.
Excellent oral and written communication skills in proper business English language, including grammar, spelling, and phonics, and excellent understanding of pronunciation of names.
Well-modulated, clear, unaffected speech and hearing.
Cognitive and conversational and analytical skills to gather interpret and resolve information or problems.
Ability to effectively deal with conflicting views and mediate fair solutions.
Service excellence skills, including independent problem-solving and efficient multi-tasking.
Ability to sit and use computer/keyboard/communication headsets for up to 8-12 hours per scheduled shift.
Pleasant and outgoing demeanor, excellent judgment, mature approach, and proactive manner.
Ability to memorize, follow detailed written procedures and verbal instructions, process and retain new information, and adapt to new processes.
Proficient use of computers using Microsoft applications (Microsoft Office, Windows).
Ability to switch programs or functions, open and close programs, shut down and restart computer.
Ability to type 25 wpm.
Good vision, hearing and public relations skills.

Responsibilities

Leading the activities of the Corporate Operator Services Department.
Performing all duties and functions of a Telephone Operator - Hospital.
Answering a high volume of calls.
Communicating in a clear, concise, and calm manner.
Staying calm in stressful, busy, critical moments and handling multiple tasks and situations.
Being attentive to details and guests’ needs.
Easily reaching alarms on a wall.
Quickly reaching and answering emergency phones.
Moving quickly in narrow spaces.
Completing reports using Microsoft Word and Excel.