Communications Monitor

ViaPath; Tallahassee (FL); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan

Job summary

ViaPath is seeking a Phone Monitoring Representative to join our Tallahassee team. You will support client staff and monitor communications using ViaPath Command to identify and report on calls of interest. The role is strictly onsite with weekday shifts.

Excellent communication, attention to detail, and the ability to work in a fast-paced environment are essential. English fluency is required; Spanish is a plus. This is a full-time onsite position with comprehensive benefits.

Qualifications

• Excellent verbal and written communication skills.
• Proficient in Microsoft Windows OS and Microsoft Suite.
• Proficient typing/keyboarding skills.
• Ability to monitor communications for prolonged periods with extreme attention to detail.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong problem-solving skills with ability to analyze and report findings.
• Ability to handle confidential information.
• Fluency in English required; Spanish desired.

Responsibilities

• Identify calls for monitoring using ViaPath techniques.
• Operate ViaPath Command tools to monitor call volumes.
• Provide attentive listening to pre-recorded communications.
• Detect illicit or security-threat behavior.
• Document call content accurately.
• Notify supervisor of illegal or security threats.
• Handle additional tasks as assigned by manager.

Skills

Communication

Windows & Office

Typing

Attention to detail

Deadline oriented

Problem solving

Confidentiality

English fluency

Spanish desirable

Tools

Microsoft Suite

Job description

Overview

ViaPath is seeking Phone Monitoring Representative(s) to join our team working with our client in Tallahassee, FL. The responsibility of the Phone Monitoring Representative will be to provide direct support to the customer staff. While in this critical position, you will have the opportunity to utilize your training and experience to assist correctional staff in the monitoring and reporting of information provided through the ViaPath Command platform. The selected candidate(s) will be team oriented, capable of multitasking, and possess excellent listening, communication and documentation skills.

Shifts available: Monday - Friday, 7:00AM - 3:30PM OR Monday - Friday, 8:30AM - 5:00PM

This poisition is not remote; All 5 weekday shifts will be onsite at our office in Tallahassee, FL.

Responsibilities

• Leverage ViaPath provided proprietary techniques and strategies to identify calls for monitoring
• Operate and leverage tools within ViaPath command to efficiently and effectively monitor specified call volumes
• Provide attentive listening to pre-recorded communications between parties for prolonged periods of time
• Accurately detect communications indicative of illicit and/or security-threat behavior
• Accurately document the content of calls containing communication(s) of interest
• Provide timely notification to supervisor and/or customer of all illegal and/or security threat behaviors
• Additional tasks and projects as assigned by manager

Qualifications

• Excellent verbal and written communication skills
• Proficient in Microsoft Windows OS and Microsoft Suite
• Proficient typing/keyboarding skills
• Ability to monitor communications for prolonged periods of time while maintaining an extreme attention to detail
• Ability to work in a fast-paced environment and meet competing deadlines
• Strong problem-solving skills with an interest and ability to conduct analysis and report on findings
• Ability to handle confidential information.
• Fluency (written and verbal) in English is required. Fluency (written and verbal) in Spanish is desired

Additional Information

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance– Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA)– Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO)– Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance– Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP)– Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources– Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.