In addition to the performing all duties and functions of the Telephone Operator - Hospital, (all duties, knowledge, skills as defined in the Telephone Operator-Hospital job description) the Hospital Telephone Lead Operator (Lead Operator), will be responsible for leading the activities of the Corporate Operator Services Department and works under the general supervision of the Operator Services Manager, Trainer & Corporate Operator Services Director.

Requirements

• High school diploma or equivalent
• Two years’ experience as a Telephone Operator and/or high-volume call center.
• One year experience in TMC Operator Services department. 
• Excellent oral and written communication skills in proper business English language, including grammar, spelling, and phonics, and excellent understanding of pronunciation of names.
• Must have well-modulated, clear, unaffected speech and hearing.
• Cognitive and conversational and analytical skills to gather interpret and resolve information or problems.
• Ability to effectively deal with conflicting views and mediate fair solutions.
• Service excellence skills, including independent problem-solving and efficient multi-tasking.
• Experience in answering a high volume of calls, and communicating in a clear, concise, and calm manner.
• Must have the ability to work a flexible schedule, including weekends, holidays and additional hours if needed to ensure 24/7 delivery of communication services at either facility.
• Ability to sit and use computer/keyboard/communication headsets for up to 8-12 hours per scheduled shift.
• Pleasant and outgoing demeanor, excellent judgment, mature approach, and proactive manner are required.
• Must be able to stay calm in stressful, busy, critical moments and handle multiple tasks and situations, and be attentive to details and guests’ needs.
• Must be able to easily reach alarms on a wall, quickly reach and answer emergency phones, and move quickly in narrow spaces.
• Must have the ability to memorize, follow detailed written procedures and verbal instructions, process and retain new information, and adapt to new processes.
• Proficient use of computers using Microsoft applications. These include but are not limited to general Microsoft Office, Windows, use of mouse, ability to switch programs or functions, open and close programs, shut down and restart computer, complete reports using Microsoft Word and Excel, and be able to type 25 wpm.
• Must have good vision, hearing and public relations skills.