Senior Operator Services Representative

Nashville, Davidson County
May 14, 2014


This position functions as an in-charge person and/or as a relief supervisor on any shift and performs specific duties as required on each shift and provides support for problem resolution and information gathering regarding customer complaints and work assignments. Provides support to management in all aspects of Call Center activities. This position will require some weekends and holidays - regular hours are 11AM - 7:30PM. This role will require some weekends and holidays; hours for this position are 11AM-7:30PM.
Key Functions and Expected Performances:
  1. In Charge Support
    1. Serve as relief supervisor and/or all night shift in charge operator.
    2. Actively monitor quality of service and responses provided through direct observation.
    3. Provide assistance with pager modifications, special needs, conference calls and information research.
    4. Provide telephone answering to assist customers, including console, main line and 'in charge' calls.
    5. Alert management to performance and personnel issues.
  2. Manage and Monitor Workflow
    1. Analyze staffing needs and provide management with work scheduling requirements on a daily and weekly basis.
    2. Ensure that adequate coverage is maintained on each shift.
    3. Establish priorities and coordinate activities of staff members. Ensure team tasks and duties are performed in an accurate and timely manner.
  3. Manage Operator Services Information Processes.
    1. Assist in reviewing and updating emergency and Operator Services procedure manuals; distribute information
    2. Actively participate in process improvement recommendations and implementation to ensure best business practices. Recommend changes to improve efficiency and effectiveness.
  4. Communication and Support.
    1. Represent team in presenting suggestions and recommendations on processes and procedures in accordance with organization quality and productivity goals.
    2. Monitor procedures and processes to ensure proper maintenance for Operator Services applications and databases to maintain the integrity of all systems.
    3. Clarify, monitor and report equipment and systems problems in a timely manner.
    4. Research and resolve customer issues in a timely manner. Communicate to management satisfactory resolution.
    5. Prepare and communicate daily activity reports to management. Attend and participate in staff meetings.
    6. Assist management with service delivery statistics, graphs and reports.

Basic Qualifications

Job requires High school graduate or GED and 4 years of experience or the equivalent.

Job Professional and Managerial

Primary Location TN-Nashville-Hill Center

Organization Core Infrastructure 152530PI77407529