Telephone Operator Services Assistant Supervisor

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Company: Palmerton Telephone

Full-Time Shifts: Must be willing and able to work a 1st, 2nd and 3rd Shift Rotation Schedule

The overall function of the Operator Services Assistant Supervisor is to provide the necessary planning, organization, work schedule and processes to meet the needs of both customers and staff in conjunction with the Operator Services Supervisor and Director of Customer Service.

Responsibilities Include:

• Monitoring and modifying schedules as necessary to ensure that staff is scheduled in accordance with Company Policies.
• Reporting any and all changes to the schedule to the Director of Customer Service
• Ensuring that payroll hours equal worked hours
• Approving over time in accordance with company policies
• Assisting sister companies with work projects and assigning work accordingly
• Providing and ensuring adequate training of Operator staff
• Creating a positive team work environment for all Operator staff
• Performing a yearly job performance review of all Operator staff with a copy provided to Operator Services Supervisor and Director of Customer Service
• Providing documented procedures and guideline for the onboarding process of new customers
• Maintaining databases for all customer procedures and notifications
• Properly documenting and informing the Operator Services Supervisor and Director of Customer Service of any unresolved or problem personnel issues in a timely manner
• Prioritizing and scheduling tasks to resolve issues by order of importance
• Seeking direction from Operator Services Supervisor when policies and training do not cover unique situations
• Other duties as assigned to the satisfaction of the Operator Services Supervisor

Qualifications:

• H.S. Diploma or G.E.D.
• A minimum of five (5) year experience with Operator Services, Call Center Services or Relay Service
• Strong background in Answering Service Bureau preferred
• Experience and knowledge with the latest developments in Answering Services or Call Center Services functionality
• Excellent Organizational Skills - accurate documentation of issues and resolutions in real time
• Excellent Computer Skills - multiple software applications including Microsoft Office and various operating systems
• Excellent Problem Solving Skills
• Excellent Communication Skills - Oral and Written
• Active listening Skills - accurately conveying messages or information on time to customers
• Ability to consistently portray a friendly and professional telephone demeanor
• Ability to maintain confidentiality with sensitive information and materials
• Ability to accurately obtain information from clients and customers and resolve issues as needed
• Ability to maintain a professional attitude and appearance at all times
• Ability to adapt quickly and position the company favorably for additional business
• Ability to maintain effective interpersonal and communication skills when interacting with all customers
• Ability to manage time efficiently to meet deadlines
• Ability to establish and manage priorities
• Ability to be a self-starter and manifest a positive and proactive approach to all aspects of the job
• Ability to recognize and perform tasks that need to be completed, although not directly assigned and assists others as needed

INDHP