Supervisor Call Center Representative

Position Overview

• The Candidate is responsible for overseeing the switchboard operators in providing twenty-four (24) hours of coverage for telephone switchboard services, seven days a week, including all holidays.
• The Candidate is responsible for ensuring that all switchboard operators uses M2550 Nortel electronic telephone, provided by the Government, attendant consoles to process incoming and outgoing telephone calls.
• The Candidate is responsible for providing supervision and training to its personnel. The PM shall not allow new personnel to perform duties alone until he/she has received at least two full weeks, equivalent to (2) 7-days a week, On-The-Job Training (OJT) on each tour of duty.
• The Candidate shall be available via telephone during regular working hours and after regular working hours for any problems, which may occur. The PM shall respond within one (1) hour after receipt of a call.
• The Candidate is responsible for providing a daily listing to respond to calls requesting inpatient location information.
• The Candidate is responsible for recording all foreign/international calls in the Long-Distance Log, including the name of employee, time, number called, and Service.
• The Candidate shall keep and maintain a computerized file of all inpatients which is accessed by using equipment supplied by the VASDHS. Supporting rosters of patients and VASDHS’s employees are available as locator information sources as well.
• Adhere to the guidance, directive received from VASDHS and in accordance with the contract terms and conditions.
• The Candidate shall use the public address system, radio paging, and Motorola two-way radio systems to relay messages, make announcements, and implement various procedures as dictated by the Telecommunications Directives in place at the hospital.

US Citizenship

The Candidate should possess an Associate’s Degree or equivalent work experience

• The Candidate must have 1-2 years of experience as Telephone Operator.
• The Candidate must be able to assume the responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization.
• The Candidate must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work conditions.
• The Candidate must meet the URAC Standards for abandonment rate and speed to answer.