Lead Call Center Agent

Lead the Way in Patient Communication – Join UPMC Hamot as a Lead Call Center Agent!

Are you a skilled telecommunications professional with a passion for leadership and service excellence? UPMC Hamot is looking for a Full-Time Lead Call Center Agent to help guide our dedicated team and ensure seamless communication across our healthcare system.

This position requires full shift flexibility—while the primary schedule is 7:00 AM to 3:00 PM, candidates must be available to work all shifts as needed to support business operations. Weekend, holiday, and on-call availability is essential, with on-call responsibilities occurring every other month and during manager vacations.

We offer the option to work from home at least one day per week, along with a supportive environment that values your growth. Candidates must have at least three years of telecommunications switchboard experience, and prior leadership experience is strongly preferred.

As a Lead Agent, you’ll play a key role in enhancing customer service, supporting daily operations, and assisting with administrative responsibilities. In return, UPMC offers a comprehensive Total Rewards Benefits package and opportunities for career advancement within a respected healthcare system.

If you’re ready to take the next step in your career and thrive in a fast-paced, team-oriented environment, apply today to join UPMC Hamot!

In this role, there will be the opportunity to-

• Complete administrative duties as assigned by the Call Center Supervisor/Coordinator including database entry of on-call schedules and making changes or updates to both hospital and physician office protocols.
• Assist the Call Center Supervisor/Coordinator in efficiently and accurately communicating changes and updates to the call center staff.
• Complete requests for pager service while maintaining the appropriate documentation.
• Assist with scheduling and provide input to employee evaluations.
• Provide service to the UPMC Hamot community, patients, families, and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
• Function as a Call Center Agent as needed.
• Provide support and coaching to the agents as it relates to providing the highest quality of customer service.
• Function as the backup to the Call Center Supervisor/Coordinator.
• Communicate all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator.
• Assist in the development and implementation of new agent training manuals and procedures.
• Assist with Call Center staff scheduling and provide input to employee evaluations.
• Assist with Call Center reports and billing as needed.
• Assist with employee recruitment by conducting phone screens and setting up interviews for the supervisor.
• Assist with Kronos as a Timekeeper.
• Assist with E-Procurement request to maintain appropriate inventory of office supplies and technology hardware for the Call Center.
• Assist with facilitating departmental recruitment and retention activities.
• Assist with coordinating staffing for sick calls.

Qualifications:

Required:

• High school graduate or equivalent.
• At least three years of Telecommunications switchboard experience.
• Demonstrates proficiency in the operation of Telephone Operators software and excellent customer service skills.
• Knowledge of Word and Excel.

Preferred:

• Prior leadership and/or management experience.
• Licensure, Certifications, and Clearances:
• UPMC is an Equal Opportunity Employer/Disability/Veteran

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