Senior Call Center Representative, Public Safety Dispatch Center

Job Description

PRIMARY PURPOSE:

• Senior call center representatives provide frontline oversight and demonstrate excellent proficiency in all skills required of a call center representative.
• Serves as point of contact for training for their shift for both new and established employees.
• Takes escalated calls, concerns, and requests that cannot be handled by frontline staff and escalates further to departmental or organizational leadership as appropriate.
• May work evenings, nights, weekends and holidays to maintain 24-hour, seven day a week coverage of the call center function.
• Performs other duties as required

Responsibilities

DUTIES AND RESPONSIBILITIES

1. Call Center Representative Functions/Escalation

score: N/A

1. • Performs at a high level of proficiency all duties required of a call center representative, including answering and routing of calls, processing on-call paging and emergency notification requests, processing of after-hours calls, and other duties.
   • Serves as first point of contact for frontline staff for calls requiring escalation, call concerns, and call questions during their assigned shift.
   • Determines need for and coordinates appropriate escalation of events to departmental leadership and system leadership as appropriate.
   • Assists with determining immediate staffing needs and identifying staff to fill shift deficiencies in immediate circumstances. Serves as first point of notification for shift call-offs and late arrivals.
2. Training and Education

score: N/A

1. • Assists with training of new hires including completion of Daily Observation Reports, skill check-offs, and other progress reports.
   • Serves as mentor for new hires throughout onboarding process.
   • Coaches new and established hires on policies and procedures; assists with continuing education and reinforcement.
   • Assists with development of training documents for new or changing processes.
   • Identifies areas of opportunity for process/performance improvement and continuing education.
2. Technical

score: N/A

1. • Monitors a wide variety of hardware and software systems for errors or unusual activity and appropriately reports and/or escalates issues to appropriate parties.
   • Maintains working knowledge of various hardware and software applications including how to troubleshoot equipment and handle internal technical inquiries for paging and other communications equipment needs.
   • Provides technical instruction to new and established employees on the appropriate operation of various computer programs.
2. Skill Demonstration

score: N/A

1. • Exercises sound judgment under stressful circumstances and quickly analyzes situations to form action plans and viable conclusions.
   • Provides exceptional customer service to internal and external customers.
   • Demonstrates exceptional interpersonal communications and conflict resolution skills.
   • Demonstrates exceptional critical thinking skills and maintains situational awareness.
   • Communicates effectively, concisely, and articulately in oral and written form; demonstrates excellent listening skills and diction.
   • Handles sensitive inquiries and information with strict confidentiality.
   • Serves as a model for all skills outlined above for frontline staff.
2. Other Duties as Assigned

score: N/A

• • Maintains current knowledge of agency policies and procedures.
  • Maintains thorough and accurate documentation as required or requested.
  • Completes department and organizational trainings as assigned.
  • Accepts and completes special projects as assigned.

Qualifications

EDUCATION:

• Minimum Required: High School Diploma or GED
• Preferred: Associate's Degree or Higher
• APCO Communications Training Officer (CTO) or equivalent communications training certification must be obtained within one year of employment
• YEARS OF EXPERIENCE:
• Minimum Required: 3 - 5 Years equivalent experience
• Preferred: 6 - 10 Years equivalent experience
• REQUIRED SKILLS AND KNOWLEDGE:
• Education and experience requirements
  • This position requires a High School Diploma. College education of an associate's degree or above in a related field is preferred but not required.
  • APCO Communications Training Officer (CTO) or equivalent communications training certification must be obtained within one year of employment.
  • A minimum of 3 - 5 years of previous experience in healthcare, call center, customer service or related fields is required with 6 - 10 years of experience preferred.
  • Must have maintained continuous employment as a UC Health Call Center Representative for minimum of one year.
  • Must have received at minimum an effective performance review and not be on current corrective action of Written Warning or higher.
• Skill requirements
  • Demonstrated exceptional proficiency with personal computers and Windows-based applications including Microsoft Office and various other hardware/software programs in the call center, including the ability to monitor various programs and provide proactive troubleshooting.
  • Demonstrated history of providing exceptional customer service.
  • Must be able to work effectively in a stressful, fast-paced environment.
  • Must exhibit exceptional interpersonal and conflict resolution skills.
  • Ability to carry out detailed and complicated procedures and instructions according to standard operating procedure; ability to remain calm and effectively communicate under pressure and unusual circumstances; and ability to multitask on a consistent basis.
  • Exercise sound judgment under stressful circumstances; communicate effectively, concisely, and articulately in oral form; develop and maintain effective working relationships with supervisors, associates, other agency representatives and general public; handle sensitive inquiries and contacts with officials and general public; demonstrate excellent hearing and diction; analyze situations, establish facts and formulate viable conclusions; document all activities performed. At all times maintains strict confidentiality.