Switchboard Operator

CITIZENSHIP REQUIREMENT: US Citizenship EDUCATION AND QUALIFICATIONS: The Candidate should possess an Associate’s Degree or equivalent work experience MINIMUM REQUIRED SKILLS/EXPERIENCE: · The Candidate must have at least two years telephone operating experience, of which one year involved substantial responsibility for placing variety of special long-distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a knowledge. · The Candidate must have two or more years of experience supervising, which involved organizing, directing, and controlling staff. · The Candidate must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and in arranging work schedules to conform to peak telephone requirements for adequate service · The Candidate must be able to speak and understand English as a primary language with a high level of comprehension. · The Candidate must have the ability to communicate, comprehend, use grammar and pronunciation, and understand instructions, as well as to write legible, is required. POSITION OVERVIEW · The Candidate shall oversee enough to meet a monthly call volume of more than 20,000 calls with an abandonment rate of less than 5 percent. · The Candidate shall work in the switchboard office predominantly during regular working hours (Monday through Friday 7:30 am to 4:00 pm). · The Candidate shall be available by telephone or pager to operators after regular working hours to include holidays for any problems, which may occur including staffing problems. · The Candidate shall respond by phone within 30 minutes during off- duty hours. For critical situations, return on-site to the work location. · The Candidate shall have knowledge in supervising and training the contractor personnel and ensuring compliance with all provisions of this contract. · The Candidate shall respond within one hour during off-tour hours. · The Candidate shall maintain communications with the Contracting Officer or his authorized representative. · The Candidate shall perform related clerical/typing responsibilities associated with the switchboard. · The Candidate shall handle complaints and severe problems arising out of the operation of the switchboard. · The Candidate shall implement regulations and directives regarding the provision of switchboard services. · The Candidate shall prepare and submit various reports such as incident reports (i.e., failure to act. · The Candidate shall plan the daily activities of the unit personnel · The Candidate shall coordinate daily work activities of subordinates; organizes, prioritizes, and assigns work; creates and distributes employee schedules; monitors and maintains service standards and call handling thresholds; consults with assigned staff; assists with complex/problem situations; and provides technical expertise. · The Candidate shall supervise and aids with planning, directing, and coordinating activities of customer service engaged in ensuring customer satisfaction through processing orders and coordination with other departments or functions as required · The Candidate shall meet the Utilization Review Accreditation Committee (URAC) standards. Job Types: Full-time, Contract Pay: $17.35 - $21.76 per hour Benefits: 401(k) Dental insurance Health insurance Paid time off Schedule: 8 hour shift Work Location: In person