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Telecommunications Agent Lead - Switchboard - Hershey, PA #6079358

Company: Penn State Health

Date: 02/14/2019

Category: Business Services / Other

City: Hershey, PA

Penn State Health Milton S. Hershey Medical Center

Location: US:PA:Hershey

Work Type: Full Time

FTE: 1.0

Shift: Evening

Hours: 1:00p - 9:30p, 3:30p - 11:30p, 11:00p - 7:00a


This position assists the Manager in all operational activities, in seamless coordination and alignment with management, to ensure the right number of quality staff and supporting resources are in place at the right time to handle an accurately forecasted workload at the service level and with quality, efficiency and innovation. The activities include, but are not limited to, providing supervision and frontline oversight for the daily operations of the Switchboard, serving as a primary back up for the Switchboard Manager, providing training and support for all staff, and ensuring that high integrity adherence with organizational policies surrounding quality of phone interactions that come through the Switchboard is optimized.


High School Diploma plus 3 years of job related experience required.


Excellent customer service, communication, computer and problem solving skills required.

Ability to understand and follow procedures required.

Ability to respond calmly in emergencies required.


Previous call center experience preferred.

Previous experience in a medical environment preferred.

Previous leadership experience preferred.

If chosen for this position, you may be required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 8:30 AM and 4:30 PM, Eastern Standard Time, Monday – Friday, email or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.

Union: Non Bargained

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