Call Center Operator
Kennedy Services
Job Description
Job Description
DESCRIPTION:
We are seeking Call Center Operators to serve as frontline personnel in a government call center environment operating 24 hours a day, 7 days a week. This on-site role is responsible for handling incoming and outgoing communications, including urgent calls, routine inquiries, call routing, paging support, and communication escalation. Call Center Operators play a critical role in ensuring accurate, timely, and professional communication while supporting operational continuity in a fast-paced, service-driven environment.
RESPONSIBILITIES :
- Answer and manage incoming and outgoing calls in a high-volume call center environment
- Process routine and urgent communications in accordance with established procedures
- Initiate paging and notification procedures when required
- Document calls, messages, and communications accurately in designated systems
- Follow escalation protocols for urgent or sensitive matters
- Provide professional customer service and clear communication to callers and stakeholders
- Support TTY and other communication access services, as applicable
- Maintain accurate call logs and communication records
- Ensure all communications are handled in a timely, confidential, and professional manner
- Adhere to all client, operational, and security protocols
REQUIREMENTS :
- High school diploma or equivalent required
- Approximately 2 years of call center experience preferred
- Experience working with telephony systems and in customer service-focused environments
- Strong verbal and written communication skills
- Ability to remain calm and professional in high-pressure situations
- Strong attention to detail and ability to accurately document communications
- Ability to follow established procedures, escalation paths, and communication protocols
- Comfortable working in a 24/7 operational environment, including varying shifts as needed
PREFERRED QUALIFICATIONS:
- Experience supporting a government, healthcare, emergency response, or mission-critical call center environment
- Experience with paging systems, emergency communications, or dispatch-related support
- Familiarity with TTY or accessibility communication procedures
SHIFTS AVAILABLE:
- 1st Shift: 8:00am - 4:00pm EST
- 2nd Shift: 4:00pm - 12:00am EST
- 3rd Shift: 12:00am - 8:00am EST
Vacancy posted 2 days ago
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