Call Center Operator

DESCRIPTION:

We are seeking Call Center Operators to serve as frontline personnel in a government call center environment operating 24 hours a day, 7 days a week. This on-site role is responsible for handling incoming and outgoing communications, including urgent calls, routine inquiries, call routing, paging support, and communication escalation. Call Center Operators play a critical role in ensuring accurate, timely, and professional communication while supporting operational continuity in a fast-paced, service-driven environment.

RESPONSIBILITIES:

• Answer and manage incoming and outgoing calls in a high-volume call center environment
• Process routine and urgent communications in accordance with established procedures
• Initiate paging and notification procedures when required
• Document calls, messages, and communications accurately in designated systems
• Follow escalation protocols for urgent or sensitive matters
• Provide professional customer service and clear communication to callers and stakeholders
• Support TTY and other communication access services, as applicable
• Maintain accurate call logs and communication records
• Ensure all communications are handled in a timely, confidential, and professional manner
• Adhere to all client, operational, and security protocols

REQUIREMENTS:

• High school diploma or equivalent required
• Approximately 2 years of call center experience preferred
• Experience working with telephony systems and in customer service-focused environments
• Strong verbal and written communication skills
• Ability to remain calm and professional in high-pressure situations
• Strong attention to detail and ability to accurately document communications
• Ability to follow established procedures, escalation paths, and communication protocols
• Comfortable working in a 24/7 operational environment, including varying shifts as needed

PREFERRED QUALIFICATIONS:

• Experience supporting a government, healthcare, emergency response, or mission-critical call center environment
• Experience with paging systems, emergency communications, or dispatch-related support
• Familiarity with TTY or accessibility communication procedures

SHIFTS AVAILABLE:

• 1st Shift: 8:00am - 4:00pm EST
• 2nd Shift: 4:00pm - 12:00am EST
• 3rd Shift: 12:00am - 8:00am EST