Private Branch Exchange Team Lead

Overview

Join to apply for the Private Branch Exchange Team Lead role at Centra Health

PBX Team Lead duties will expand to cover the needs of the Call Center Team. They will work to enhance the competencies of individual employees by designing and conducting training programs that will boost employee’s workplace performance in alliance with Centra’s values. They will assist managers and supervisors with training new employees, new employee orientation, and scheduling.

Essential Duties and Responsibilities:

• Train all new hires and cross-train employees.
• Perform training needs assessments.
• Design and deliver curriculum and learning materials, manage all phases of training.
• Responsible for call quality monitoring and will work with leadership to develop improvement plans related to call quality assessments.
• Responsible for auditing and helping meet accreditation standards.
• Rotates on-call function to support switchboard team every other week.

• Deliver customer service skills training.
• Monitor Call Center data, evaluate individual employee trends.
• Monitor recorded calls for customer service standards.
• Back-fill switchboard vacancies.
• Provides on-call coverage during after-hours and weekends on a rotating basis.
• Performs other duties as assigned.

Required Qualifications:

• High School Diploma or equivalent
• 2 years Call Center or Switchboard experience.

Preferred Qualifications

• Microsoft Office tools, including Excel proficiency
• Experience with call center software
• Prior Call Center or multiline phone system experience.

• Entry level

• Full-time

• Information Technology

• Hospitals and Health Care

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