Lead Operator
Summary
Title:Lead Operator
ID:1547-MD
Location:Frostburg, MD
Application Deadline:1/19/2018
Description
Reports to:
  • Relay Supervisor

Position summary:
  • Provides assistance to Supervisors for proper floor coverage and conduct.

Essential functions:
  • Maintains confidentiality of any information obtained regarding personnel, procedures, and technology.
  • Gains and maintains a strong understanding of all relay related information relevant to the Relay floor.
  • Assists in the organization and management of the Relay Floor.
  • Attends job appropriate meetings and training sessions.
  • Solves routine problems and directs non-routine problems to the Relay Supervisor.
  • Sets and assures compliance of standard policies and procedures.
  • Understands the use of Relay software in order to process relay calls, including call routing related to equal access.
  • Assists in on-going comprehensive training of Relay Operators.
  • Provides leadership and motivation.
  • Stresses quality in daily tasks as well as performance and Customer Service.
  • Enforces all call handling and floor policies.
  • Provides daily monitoring coverage.
  • Strives to complete monthly tasks in a timely manner.
  • Responds to and troubleshoots technical issues on relay calls and reports issues to appropriate staff.
  • Understands hourly reports and reader board to ensure answer performance compliance.


Other responsibilities: 
  • Carries out job duties with minimal supervision.
  • Works scheduled hours and is flexible to work a variety of shifts.
  • Regular attendance that is punctual and dependable is required.
  • Provides guidance and support to a variety of workers.
  • Familiar with computers and new technology.
  • Performs similar work related duties as assigned.
  • Processes calls when needed.
  • Maintains Relay Operator requirements.


Preferred education, experience, and skills:
  • High school diploma or equivalent is required.
  • Ability to organize and prioritize work and meet deadlines.
  • Ability to read, writes, speak, and understand English well.
  • Strong analytical and interpersonal skills.
  • Positive attitude and complies with company policies.
  • Ability to understand and carry out written and oral instructions.
  • Strong commitment to maintaining Leveled status as an Operator preferred.

 
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