VA Switchboard Team Lead bei GOODWILL INDUSTRIES OF NORTH LOUISIANA INC

Description

Looking for an individual with adept communication skills and the ability to hold team members accountable for performance. Is capable of carrying out responsibilities on time. Has the ability to work with a diverse group of people. Strong administrative, interpersonal, and leadership skills a must.  

SUMMARY:

To operate the telephone switchboard and provide customer service and assistance for clients of the VA Medical Center facility. Train VA operators. Fulfill all administrative responsibilities required of the position. Must be available to work within a 24-hour, 7-day-per-week schedule, including some or all city, state, and federal holidays.

Qualifications

Education and/or Experience: Requires a high school diploma/GED or equivalent and two (2) years of administrative experience. Previous experience working with switchboards or telecommunications, and supervision preferred.

Certificates, Licenses, Registrations: Based on federal contract requirements, one must possess a valid driver's license and have access to a vehicle at a moment's notice to meet on-call requests.

Screenings: A background screening will be completed as a condition of employment. Must be able to pass a federal background check to gain physical and logical access to the VA Hospital. Will be required to pass a driving record assessment. The federal contract also calls for the position to be filled by someone with a medically certified disability. 

Safety and Security: Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Must be able to interact with people from diverse backgrounds with varying levels of understanding. Must demonstrate skill in maintaining excellent customer service when dealing with challenging calls. Must be able to work under pressure, in stressful conditions, and adapt to changing work conditions.

Teamwork: Shows respect and sensitivity for those with barriers to employment; exhibits objectivity and openness to others views; gives and welcomes feedback; contributes to building a positive team spirit; supports the mission of the Agency; ability to maintain self-control and deal effectively with customers, co-workers, and management.

Communication: Ability to communicate and work effectively with persons with disabilities and disadvantaging conditions and the public; ability to read documents such as safety rules, operating and maintenance instructions, and procedure manuals with reasonable accommodations; ability to speak effectively before groups of customers or employees of the Agency; speaks clearly and positively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings; treats others with respect and consideration regardless of their status or position.

Mathematical: Simple math skills (counting, basic addition, and subtraction) with reasonable accommodations; accurate with numbers.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; ability to adapt and interpret established practices and procedures to cover problems and situations to which their application is not clearly defined; able to work independently with variable work days and hours in a sometimes-hectic environment with periods of high-stress; identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics; displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making processes; makes timely decisions; uses time efficiently; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events; takes responsibility for own actions; keeps commitments.

Development: Measures self against standard of excellence; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others; demonstrates persistence and overcomes obstacles; applies feedback to improve performance; volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.

Leadership: Inspires respect and trust; encourages others to fulfill the mission; provides inspiration to peers and subordinates; delegates work assignments; matches the responsibility to the person; sets expectations and monitors delegated activities; provides recognition for results; focuses on solving conflict, not blaming; listens to others without interrupting; remains open to others' ideas and tries new things; displays passion and optimism; provides regular performance feedback; develops subordinates' skills and encourages growth.

Computer Skills: Basic computer skills required. Must be able to navigate Microsoft Word and Outlook. Must be able to send and receive emails.

Physical and Work Environment Demands:

The physical/work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. Needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery such as a copy machine, computer printer, etc.

Primarily an inside, temperature-controlled work environment with a noise level that is usually quiet. Work area normally fast-paced with some periods of slow to normal activity. Frequently required to work weekends and evenings. Must be available to work some holidays with holiday pay.