Communications Operator Lead

Job Summary: The Communications Operator Lead courteously answers and directs phone calls to appropriate departments and personnel. Provides excellent customer service by providing operator assistance to callers of all LLUMC-Murrieta organizations. Answers calls timely and connects calls correctly the first time. Pages on-call staff. Performs pages for emergency activation responders such as Code and Trauma teams. Performs Security communication services through interaction with the public, students, employees and administration. Logs in all pertinent information and responds to all LLUMC-Murrieta's alarms and emergency communications. Responds to a variety of calls and provides assistance in emergency and non-emergency situations. Documents crimes and incidents as they are reported or occur. Performs electronic surveillance as directed to insure the protection of the public, students, employees and property of LLUMC-Murrieta or others. Responds to and report to local authorities reports of fire, burglary and intrusion, panic and duress, infant abduction. Responds to general maintenance alarms, and emergency telephones. Provides staff support. Supervises the day-to-day operations of the department and provides training and direction to subordinates. Manages personnel scheduling and assignments of all employees over whom they are assigned. Resolves problems and documents on one to one basis with employees. Documents subordinates' work performance, including reports review and documents as required. Performs other duties as needed.

Education and Experience: Minimum of three years experience as call center operator or applicable experience required. Minimum one year supervisory experience preferred.

Knowledge and Skills: Ability to operate computer, and answer telephones. Ability to communicate clearly, distinctly, and professionally. Bi-lingual in English and Spanish highly preferred. Ability to analyze and interpret data, analyze and interpret processes and needs based on limited information; organize work; define problems and solutions; make recommendations; and word processing. Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint). Operate and troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction. Able to communicate effectively in person, in writing, and on the telephone; think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: None