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

University Health KC; Kansas City (MO); On-site; USD 39,000 - 45,000; Full time

Job summary

University Health KC in Kansas City, MO seeks a Lead Telephone Operator for Health Science District at Truman Medical Center. This full-time position helps lead the Corporate Operator Services Department and works under the Operator Services Manager and Director to ensure 24/7 communications.

Requirements include a high school diploma, 2+ years in a high-volume call center, exceptional English communication, calm and clear speech, and the ability to work a flexible schedule including weekends

Qualifications

• High school diploma or equivalent required.
• 2+ years in a high-volume call center or telephone operator role.
• Excellent English communication, grammar, spelling, and pronunciation.
• Ability to work a flexible schedule including weekends and holidays.
• Able to sit and use computer/keyboard for extended periods.
• Proficient use of Microsoft Office and basic report writing.

Responsibilities

• Lead activities of the Corporate Operator Services Department under supervision.
• Ensure 24/7 delivery of communication services at both facilities.
• Supervise, train, and mentor staff within Operator Services.

Skills

Business English

Multitasking

Customer service

Calm under pressure

Education

High school diploma or equivalent

Tools

Microsoft Office

Typing 25 wpm

Windows OS

Job description

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

101 Truman Medical Center

Job Location

University Health Truman Medical Center

Kansas City, Missouri

Department

Operator Services UHTMC

Position Type

Full time

Work Schedule

3:30PM - 12:00PM

Hours Per Week

40

Job Description

In addition to the performing all duties and functions of the Telephone Operator - Hospital, (all duties, knowledge, skills as defined in the Telephone Operator-Hospital job description) the Hospital Telephone Lead Operator (Lead Operator), will be responsible for leading the activities of the Corporate Operator Services Department and works under the general supervision of the Operator Services Manager, Trainer & Corporate Operator Services Director.

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.
• Must have 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.
• Experience in answering a high volume of calls, and communicating in a clear, concise, and calm manner.
• Must have the ability to work a flexible schedule, including weekends, holidays and additional hours if needed to ensure 24/7 delivery of communication services at either facility.
• Ability to sit and use computer/keyboard/communication headsets for up to 8-12 hours per scheduled shift.
• Pleasant and outgoing demeanour, excellent judgement, mature approach, and proactive manner are required.
• Must be able to stay calm in stressful, busy, critical moments and handle multiple tasks and situations, and be attentive to details and guests’ needs.
• Must be able to easily reach alarms on a wall, quickly reach and answer emergency phones, and move quickly in narrow spaces.
• Must have the ability to memorise, follow detailed written procedures and verbal instructions, process and retain new information, and adapt to new processes.
• Proficient use of computers using Microsoft applications. These include but are not limited to general Microsoft Office, Windows, use of mouse, ability to switch programmes or functions, open and close programmes, shut down and restart computer, complete reports using Microsoft Word and Excel, and be able to type 25 wpm.
• Must have good vision, hearing and public relations skills.