Supervisor Call Center Representative (San Diego, CA)

Iaw, Inc.; San Diego (CA); On-site; USD 42,000 - 58,000; Full time

Job summary

A telecommunications provider in California is seeking a Telephone Operator to oversee switchboard operations, ensuring 24/7 coverage. The ideal candidate will provide training to operators and maintain logs of calls. Applicants must have an Associate's Degree or equivalent experience, US Citizenship, and 1-2 years in a similar role. Strong interpersonal skills and the ability to work under pressure are essential for success in this position.

Qualifications

• US Citizenship required.
• 1-2 years of experience as Telephone Operator.
• Ability to perform under pressure and adapt to changing work conditions.
• Ability to work under pressure and communicate with diverse personnel.
• URAC standards for abandonment rate and speed to answer must be met.

Responsibilities

• Oversee switchboard operations and ensure 24/7 coverage.
• Provide supervision and training to switchboard operators.
• Maintain logs of international calls and patient location information.
• Be available by phone during and after working hours; respond within one hour.
• Maintain daily listings for inpatient location responses.
• Record all foreign/international calls in the Long-Distance Log.
• Maintain computerized files of inpatients and locator information.
• Relay messages via PA, radio paging, and Motorola systems per directives.

Skills

Knowledge of telecommunications systems

Ability to handle stressful situations

Interpersonal communication

Team supervision

Education

Associate’s Degree or equivalent work experience

Job description

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.

Requirements

Citizenship Requirement

US Citizenship

Education and Qualifications

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

Minimum Required Skills/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.