DESCRIPTION:
Through your position as a management support member of the team you will act as a role model, to advocate for an environment that encourages quality performance, improvement, positive employee relationships, positive attitudes, diffuses conflict, and that motivates team success. This will require you to maintain rapport with manager and team members; provide feedback to manager on significant issues, and when the opportunities develop, to collect and share with manager suggestions for enhancements that may improve training, efficiency and/or quality.
RESPONSIBILITIES:
- Through classroom instruction, prepare new hires to process ticket requests via phone and/or online submissions with accuracy and efficiency
- Assist in ongoing training of employees by role playing, analyzing and documenting the quality of tickets entered, and by monitoring calls for adherence to procedures.
- In coordination with Notification Manager, respond to subject matter questions.
- Oversee Notification Center in the absence of Management.
- Participate in collecting and submitting suggestions for enhancements that may improve the quality process and/or training.
- Receiving telephone calls and query callers (excavators, utilities and homeowners) to complete specific data fields and enter the information into a computer while accurately identifying a worksite location on a map.
- Review, analyze for quality, and correctly submit MISS DIG eLocate tickets entered online.
- Coach clients by phone or email concerning errors and corrections. Monitor client use of the MISS DIG system for patterns of errors.
- Some travel may be required
- As necessary, other management support tasks may be identified
