Overnight coordinator supporting call center operations by monitoring queues, agent readiness, escalations, supervisor communications, attendance notifications, and client account issues. The role documents and escalates problems, coordinates assistance during high call volume, monitors staff performance, supports coaching and training, and maintains workplace discipline. This is a remote position limited to candidates within 50 miles of Columbus, Ohio, with a Monday–Friday overnight schedule.
Shift days & hours: Mon- Friday 11:00p-7:30a
This is a remote position. Candidates must reside within 50 miles of office location at 2550 Corporate Exchange Drive, Suite 15, Columbus, Ohio 43231.
The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description and other duties may be assigned as part of the job.
- Leads by example. Has a high sense of integrity. Acts in a consistent manner and is always conscious of his/her impact on others.
- Document any escalation and report any unresolved problems to the Call Center Supervisor and, or Field Supervisor
- Notifying area managers of any issues that have surfaced due to tech error/dispatcher error or complaint from a facility.
- Taking client calls and handling account issues when applicable.
- Continuously observes queue activity to ensure all available agents are signed in and ready to take a call.
- Assists in conducting monitoring, coaching and development sessions providing both positive and constructive feedback.
- Monitors agents and provide training when appropriate.
- Monitors the CarrolltonSupervisorDesk (or other designated) email account.
- Sends updated Attendance notifications to the leadership team.
- Monitors the On-Call Supervisor phone as needed.
- Maintains discipline and order in the work environment.
- Solicits other departments for assistance with incoming calls when volume or hold times are high.
Qualifications Skills Preferred Medical Terminology Some Knowledge Communication Skills Intermediate Behaviors Preferred Functional Expert: Considered a thought leader on a subject Enthusiastic: Shows intense and eager enjoyment and interest Leader: Inspires teammates to follow them Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Education Required High School or better. Experience Required Minimum one-year Dispatcher experence Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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