Lead Call Center Agent

This role is 1st shift but may be scheduled to work 2nd or 3rd shift hours when on call

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:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran