Telecommunications Operator Lead

About the role

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.

Responsibilities

• 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.

Qualifications

• Education: High School Diploma or equivalent.
• Experience: 7 years of experience.