Switchboard/AC Operator

1. Answer the switchboard at all times efficiently as follows, “U.S. Department of Justice, Operator (#) may I help you?” One moment, please.”
2. Answer all calls promptly by the third ring, as measured by the average answer time (12 seconds) and a number of force outs in the Contact Center and by supervisory observation and spot checks by the COR or Program Manager.
3. Identify him/herself to the caller at all times using his/her assigned operator number.
4. Answer 99.999% of calls presented during a business day as measured by the Contact Center System reports
5. Effectively connect all callers with the person or office they requested. This will be measured by supervisory observation and caller complaints regarding misdirected calls or disconnections by the operator.
6. Successfully create, manage and support all Enterprise Web Conferencing Service (EWCS) in a professional and efficient manner as measured by supervisory observation and lack of customer complaint.
7. Assist all (EWCS) customers and users in a professional manner as measured by supervisory observation and lack of customer complaint.
8. Receive no more than two substantiated complaints from users per six month period (maximum of four complaints per year) for technical mistakes such as; misdirected calls, disconnected calls, conference support requests, or inquiries not processed timely. No complaints shall be received on the basis of lack of courtesy, as documented by the supervisor, COR, and Program manager.
9. Report all equipment and service malfunctions to the Project Manager or lead operator immediately and implement procedures to circumvent the malfunction.
10. Ensure all telephone calls of a sensitive and or high profile nature are turned over for handling by the supervisor on duty.
11. Maintain assigned workstation area in a clean, organized manner which is reflective of the efficiency of the operations and staff.

Educational Requirements

• High School Diploma

BreakForth Solutions, Inc. (BSI) is an equal employment opportunity company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.