5Star Urgent Response Shift Leader GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The 5Star Urgent Response Communications Center is dedicated to delivering a superior service experience to each of our customers, supporting both emergency and non-emergency calls. The team offers 24/7 service support covering a wide range of support needs and is certified by the National Academies of Emergency Dispatch in EPD, EMD and/or ED Quality Assurance.
About the Job
The 5Star Urgent Response Shift Leader?s primary responsibility is to provide support to a team of 5Star Urgent Response agents by coaching, monitoring and scoring for quality assurance, delivering feedback, taking escalated calls, and participating in regular team meetings. Demonstrating the ability to listen to customers? needs and resolve concerns in a timely manner is key to success in this position. The ideal candidate will deliver direct feedback, problem solve, learn quickly on the job, be approachable and work effectively as a member of a team and as well as a leader. This position assures the efficient operation of the 5Star Urgent Response Communications Center by receiving, evaluating and prioritizing emergency and non-emergency requests for assistance and service. The successful candidate will be able to direct others, maintain control under stressful situations while making effective decisions and ensuring agent adherence to defined protocols, procedures and policies.
Monitor subscriber incidents in real-time when possible.
Perform follow up calls to subscribers.
Document overall shift activity and note incidents of interest for review.
Perform Quality Assurance audits and provide feedback/coaching to 5Star Urgent Response Agents on call dispatch/service and quality standards.
Ensure seamless transition of activities between shifts.
Monitor, track, and report system outages.
Maintain constant communication between communication centers.
Work closely with 5Star Response Agents to promptly address any issues to assure compliance and operational efficiency.
Report regularly/as needed trends and or changes to the tactical plan to leadership to ensure successful performance.
Receive emergency and non-emergency calls from customers as necessary to support consistent service levels in the response center.
Notify agencies or services that can provide emergency and nonemergency assistance to the right address, communicating the appropriate urgency and importance of the situation.
Demonstrate high standards of professionalism and integrity by consistently adhering to the Company?s Policies.
Be an example of effective leadership for employees throughout the organization.
Must be flexible to work various shifts including evenings, holidays, and weekends.
Performs additional tasks and related work as required.
High school diploma
Prior certification or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire
Minimum of 3 years? experience in a 911 communication center or customer service call center
Minimum of 1 year experience leading a team and/or managing performance, priorities, and/or multiple projects
Minimum of 5 years working in an environment requiring use of a computer and related software including Microsoft Office Suite
Ability to type a minimum of 30 wpm
Ability to speak in a well-modulated voice, using good diction and elocution
Ability to use logical and creative thought processes to develop solutions according to written specifications and verbal instructions
Ability to perform a wide variety of difficult communications and technical tasks with accuracy and speed within deadlines and in high stress emergency situations
Education: Bachelor?s Degree in Business or related field
Three (3) years of experience within the emergency dispatch industry
Four (4) years of communication center or customer service supervisory/management experience
Additional relevant training in emergency communications, psychology or a closely related field
Additional training or certifications in EFD, EPD, EMD or ED Quality Assurance
Prior Wireless or Telecommunications experience
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced, dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com
||Reno, NV |
THIS JOB HAS EXPIRED