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COMMUNICATION CTR SUPERVISOR
Job Title: COMMUNICATION CTR SUPERVISOR
Job Code: 4037
Job Level: D2
Revised Date: 06/27/2005
Supervisory Responsibility: Yes
General Description of the Job Class
Supervise and coordinate the duties related to the operation of computerized telecommunication systems at Duke University following established policies and procedures to ensure quality of services
Duties and Responsibilities of this Level
Supervise and coordinate the duties related to the operation of the computerized telecommunication systems at Duke University to include answering and relaying incoming and outgoing long distance, local, and inter-communication calls, giving information and paging requested personnel. Assist in scheduling work for the group ensuring proper distribution of assignments and adequate manning, space and facilities for subsequent performance of duties. Monitor and analyze operator performance, workload performance and adherence to emergency policies and procedures; investigate complaints and criticisms of operator service and take appropriate corrective action as required; maintain logs and records of emergency and/or non-routine activities.
Monitor systems including, but not limited to, Advanced Interactive Systems (AIS), building security, fire/air compressor alarm and Weather Alert Network; report telecommunications operating system failures to appropriate personnel to include AT&T and Southern Net; activate 3100 system for back up during system failure. Communicate with the hearing impaired through use of specialized telecommunication equipment. Monitor and analyze traffic patterns, recommending actions necessary to meet and maintain a desire level of service. Maintain and update list of doctors and interns on call, personnel authorized to make long distance calls, master listing for paging personnel and alphabetical file of University personnel served; perform paging coordinator duties as required. Review and verify charges and complete records of long distance calls.
Make work assignments; train and review work of new and lower level personnel; alert employees of technological changes offered by Tel-Com. Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.
Perform other related duties incidental to the work described herein.
Required Qualifications at this Level
Work requires knowledge of basic grammar, comprehension, and communication principles normally acquired through a high school education.
Work requires 2 years experience as a Communication Center Operator. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Degrees, Licensure, and/or Certification
Knowledge, Skills, and Abilities
Distinguishing Characteristics of this Level
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.