LEAD PBX OPERATOR

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Position Summary

Supervises the day to day operation of the PBX operation for the resort. Monitors proper handling and/or call transfer of guest requests.

Supervision Exercised

Reports to the Front Office Manager.

Supervises the PBX Operators.

Major Duties and Responsibilities

• Assures that all calls are handled in a friendly, courteous and timely manner.

• Monitors, coaches, trains and instructs personnel in the proper performance of their duties.

• Interview, hires, schedule, conduct performance and salary reviews, coach and counsel, conduct meetings and provide open lines of communication, and recommend discipline and termination as appropriate for all PBX employees.

• Supervise the daily operations of the PBX department to comply with SOPs and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

• Prepares weekly and daily schedule for PBX Operators.

• Follows upon previous shift/days logs.

• Reviews daily staffing requirements and makes adjustments.

• Handles guests' complaints taking corrective action as necessary. This includes incident reports and other guest concerns.

• Coordinates with the MIS department and phone service provider concerning equipment and /or service issues.

• Perform the tasks of a PBX Operator as needed to facilitate service.

• Maintains and orders supplies as required.

• Handles projects assigned in a timely manner.

Secondary Duties and Responsibilities

Knowledge, Skills and Abilities

• Must have excellent customer service skills.

• Must have excellent verbal and written communication skills.

• Must have the ability to supervise a PBX staff.

• Creative problem solving skills.

• Ability to coach employees on problem resolution and conflict de-escalation.

• Ability to create a courteous, friendly, and professional work environment.

• Ability to speak in fluent English.

Minimum Qualifications, Education and Experience

Required:

• High School Diploma, GED certification or equivalent.

• Two (2) years of switchboard experience including one (1) year in a supervisory capacity.

Licensing Status

• Must be able to successfully pass a stringent background investigation.

• Will require a post-offer, pre-employment and random drug screening.

Working Conditions

• Work is performed indoors and outdoors. Outside work is subject to temperature extremes and inclement weather conditions.

• Work hours subject to change with overtime work required.

• Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts bruises, burns, common cold, influenza, dust, odors and elevated noise levels.

• Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.

• Duties may involve walking, standing for long periods of time, sitting and crouching.

• Specific required movements include the following:
  • Trunk- bend, twist, rotate, push, pull, carry.
  • Arms - reach, carry, lift, twist, and rotate.
  • Legs - lift, push, pull, twist, and rotate.
  • Hands - Grasp, manipulate bilateral coordination, hand and eye coordination, and overall and finger dexterity.