UPMC Hamot is hiring a full-time Lead Call Center Agent - candidates must have availability to work all three shifts.
Purpose:
To enhance customer service by assisting the supervisor with the daily operations of Call Center Agents and administrative responsibilities.
Responsibilities:
- Completes administrative duties as assigned by the Call Center Supervisor/Coordinator including database entry of on-call schedules, making changes or updates to both hospital and physician office protocols.
- Assists the Call Center Supervisor/Coordinator in efficiently and accurately communicating changes and updates to the call center staff.
- Completes requests for pager service while maintaining the appropriate documentation.
- Assists with scheduling and provides input to employee evaluations.
- Provides service to the UPMC Hamot community, patients, families and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
- Functions as a Call Center Agent as needed.
- Provides support and coaching to the agents as it relates to providing the highest quality of customer service.
- Functions as the backup to the Call Center Supervisor/Coordinator.
- Communicates all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator.
- Assists in the development and implementation of new agent training manuals and procedures.
- Assists with Call Center staff scheduling and provides input to employee evaluations.
- Assist with Call Center reports and billing as needed.
- Assists with employee recruitment by conducting phone screens and setting up interviews for the supervisor.
- Assists with Kronos as a Timekeeper.
- Assists with E-Procurement request to maintain appropriate inventory of office supplies and technology hardware for the Call Center.
- Assist with facilitating departmental recruitment and retention activities.
- Assist with coordinating staffing for sick calls.
- High school graduate or equivalent
- At least three years of Telecommunications switchboard experience
- Demonstrates proficiency in the operation of Telephone Operators software and excellent customer service skills.
- Knowledge of word and excel
Licensure, Certifications, and Clearances:
UPMC is an Equal Opportunity Employer/Disability/Veteran