Lead Telephone Operator

Requirements:

The Lead Telephone Operator will perform a range of activities, combining answering incoming telephone calls and providing support to Operators, TMG, and the client to ensure the operational effectiveness and excellence including, but not limited to:
1. Answer incoming calls per TMG and client criteria.
2. Direct incoming calls to proper parties.
3. Identify telephone system problems and alert appropriate personnel.
4. Exhibit superior verbal communication, professional demeanor, appearance, and attitude.
5. Ability to remain calm under pressure, utilizing sound judgment and problem solving skills.
6. Coordinate daily Operator scheduling; start and end times, breaks, and lunch breaks to ensure operational coverage from 7am-6pm CST.
7. Provide leadership to the Telephone Operator Team by maintaining the Operators Phone book, Operator Reference Guide, and other resources necessary in the day-to-day operation.
8. Maintain TEAMS with updated listings for AZRA Open and Closed claims, AZRA bucket list, WINS, TPA listings, and claims to Gallagher Bassett.
9. Access systems to help monitor performance indicators.
9. Provide support to Operators by answering questions, providing escalation support, and any necessary ongoing Operator training.
10.Other duties as assigned.

Qualifications:

1. High school diploma preferred, or equivalent
2. Three or more years of experience as a telephone operator in a corporate environment
3. Strong work ethic with attention to attendance, timeliness, and professionalism.
4. Ability to handle confidential and highly sensitive information.
5. Demonstrated assertiveness; motivated; take initiative in creating, building, and maintaining the Operator Team, while supporting TMG and the client.