Call Center Operator - full-time, first shift

Call Center Operator (CCO)

Call Center Operator (CCO) is responsible for operating a variety of systems to support and coordinate incoming and outgoing calls, paging, alarms, and emergency response. CCO is the essential link between callers and critical care, ensuring seamless, efficient, and caring communication 24/7.

Essential Functions:

• Responds to Automatic Call Distributor (ACD) calls, paging systems, emergency hotlines, and alarm devices to answer, connect and direct calls, overhead announcements, and to coordinate response to emergency situations.
• Maintains current knowledge of Children's Wisconsin policies and procedures and department Standards of Work (SOW) through regular, timely independent review of internal communication including emails, Newsbreak, and attendance at relevant meetings.
• Facilitates timely communication among in-house and on-call personnel, patients and caregivers during all types of situations using established schedules, contact lists, and safety protocols.
• Communicates department policies and procedures to callers, including patient families, management, and co-workers.
• Maintains and updates a variety of records, including but not limited to on-call schedules, directories, pager and PAS logs, repair reports and incident documentation.
• Notifies incoming shift personnel of any pending issues at shift change. Maintains a clean, organized and functional workspace.

Education:

High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required

Experience:

1+ years Customer service experience in a high intensity/fast paced environment required

Knowledge, Skills and Abilities:

Strong communication skills with a clear, professional phone presence. Strong interpersonal abilities, with the capacity to interact effectively across all levels of the public, manage challenging interactions, and represent the organization in a professional manner.

Communication and interpersonal skills necessary to communicate with all levels of public to convey information, manage difficult callers and represent the institution favorably.

Detail oriented and able to focus during high-pressure scenarios.

Required for All Jobs:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job. Employment is at-will. This document does not create an employment contract, implied or otherwise.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.