Supervisor Operator Services

Job Information

Title:

Supervisor Operator Services (23012)

Location:

Chicago, Illinois
Department: IS Voice And Data Services
Work Type:
Full Time (Total FTE between 0.9 and 1.0)

Shift: Shift 2

Work Schedule:

8 Hour (3:00 PM - 11:30 PM)
Pay Range: $23.12 - $36.41 per hour

Manages the daily activities of the operators. Handles internal and external calls to the institution and provides the needed information/service or routes the caller to the appropriate location. Responds to user complaints to resolve problems associated with the institution's telecommunications systems. Diagnoses problem source through discussions with users and coordinates internal telecommunications support to resolve problems. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Minimum of five years work related experience operating PBX telephone system attendant consoles or other help desk related position. Must have excellent written and verbal communication skills; analytical ability; must have a excellent working knowledge of how to operate a PC and the various applications used within the department.

• Ensures that adequate staff is scheduled for every shift each day to handle the institution's call volume to prevent callers from experiencing excessive delays.
• Handle difficult calls escalated from the operators.
• Issue pagers and other equipment to Rush personnel.
• Acts as the department's receptionist.
• Handles calls received on the institution's main telephone number, determines which department or individual would be best suited to handle the caller's needs, and routes the caller to that department or individual.
• Handles internal calls for assistance, determines the caller's needs, and provides the needed information/service or routes the caller to the appropriate department or individual.
• Know the functions of the various departments to ensure that callers are routed to the appropriate location.
• As the first point of contact for most external and internal parties calling the institution ensures that the caller is treated politely and with utmost respect.
• Provides meet-me paging services as required.
• Handles emergency calls received from within the institution and notifies the appropriate parties according to established procedures.
• Answers repair calls received from end users and gathers information to assist in prompt repair. Coordinates internal support to resolve problems.
• Inputs orders received from the Departmental Telecommunications Coordinators into the telemanagement system and closes orders when completed.
• Makes changes to the paging and telemanagement system databases as appropriate while maintaining their integrity.
• Act as a backup to the other Telecommunications positions when needed.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.