TMB - 26-503-47 Call Center Analyst I

About the role

The Call Center Analyst I supports the Texas Medical Board's licensing, registration, and enforcement operations. They work in a call center environment, answering routine questions from internal and external customers.

Responsibilities

• Responds to telephone inquiries regarding licensure and registration processes for all license and permit types
• Provides information on statute, board rules, and procedures
• Answers questions about filing complaints
• Provides information about TMB-regulated health-care professionals
• Performs other duties as assigned to maintain efficient and effective department operations

Requirements

• Graduation from standard senior high school or equivalent
• Experience in office practices and administrative support work
• Experience in customer service
• Experience providing administrative support in a licensing and regulatory agency
• Experience in a call center environment
• Graduation from an accredited four-year college or university (preferred)

Qualifications

• Knowledge of laws and regulations relevant to the agency
• Knowledge of office practices and administrative procedures
• Skills in using standard office equipment, personal computers, and personal computer software packages (specifically word processing and spreadsheet applications)
• Skills in oral and written communication (including telephone etiquette and business writing)
• Ability to work in harmony with others and deal with stressful situations in a diplomatic and tactful manner
• Ability to communicate and interact effectively with members of the public
• Ability to respond to public inquiries in a timely manner
• Ability to work in a high-volume, fast-paced call center environment
• Ability to prioritize work and meet deadlines
• Ability to organize and handle multiple tasks with flexibility
• Ability to thrive in a team environment and consistently display professional demeanor
• Ability to implement administrative procedures
• Ability to interpret rules, regulations, policies, and procedures

Skills

• Interprets rules, regulations, policies, and procedures

Benefits

Includes flexed, compressed work schedules, wellness leave, health insurance and retirement programs, 401K, vacation paid leave, sick paid leave, holiday pay, promotional opportunities, free parking, employee assistance program, and other various benefits.

Pay

$4,073.33 monthly

Schedule

Normal agency work hours of 8:00 a.m. to 5:00 p.m. Monday through Friday