Call Center Operator

Job Description

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

Full-time