Telecommunications Operator Lead

Cone Health; Greensboro (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Cone Health is seeking a Telecommunications Operator Lead to supervise the team handling internal and external telephone inquiries, ensuring quick, accurate responses and superior customer service.

The role requires directing day-to-day operations, coaching staff, and updating directories, with a focus on professional development and efficient information flow to patients and colleagues.

Qualifications

• Requires high school diploma or equivalent.
• 7 years of experience in customer service or telecommunications.
• Experience coaching staff and managing schedules.

Responsibilities

• Manages the day-to-day operations of the team by dispersing assignments and ensuring quick responses at all times.
• Oversees responses to internal and external telephone inquiries for information to ensure patient information is delivered quickly and accurately.
• Coaches and trains new staff in workplace knowledge and procedures to build their professional expertise.
• Resolves escalated customer service issues that have no precedence for more junior associates.
• Oversees the updating of directories and documentation to ensure that all entries are accurate.
• Performs other duties as assigned.

Skills

Team leadership

Coaching

Schedule management

Customer service

Communication

Problem solving

Education

High School Diploma or equivalent

Job description

The Telecommunications Operator Lead manages the responses to various internal and external telephone inquiries for information and direction to provide superior customer service to personnel. Working under limited supervision, this position supports the department leaders through work distribution, scheduling, and coaching junior professionals.

Essential Job Function

• Manages the day-to-day operations of the team by dispersing assignments and ensuring quick responses at all times.
• Oversees the responses to internal and external telephone inquiries for information to ensure patient information is delivered quickly and accurately.
• Coaches and trains new staff in workplace knowledge and procedures to build their professional expertise.
• Resolves escalated customer service issues that have no precedence for more junior associates.
• Oversees the updating of directories and documentation to ensure that all entries are accurate.
• Performs other duties as assigned.

Education

• Required: High School Diploma or equivalent.

Experience

• Required: 7 years of experience.