Call Center Operator

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