Lead Call Center Agent (UPMC Hamot)

UPMC Hamot is hiring a full-time Lead Call Center Agent - candidates must have availability to work all three shifts.

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