Call Center Agent

The Call Center Agent is responsible for delivering efficient and professional customer service support by handling inbound and outbound communications, resolving inquiries, documenting interactions accurately, and coordinating internal communication functions including staff paging and emergency workflows. The role requires strong communication skills, adherence to schedules, and a commitment to service excellence.

Key Responsibilities

• Receive and manage inbound and outbound calls in a professional and courteous manner.
• Identify and assess customer needs to provide accurate and timely resolutions.
• Ensure first-call resolution whenever possible by troubleshooting using the knowledge base.
• Accurately document call details, notes, and actions taken in the designated call center systems.
• Maintain high quality assurance and service standards.
• Coordinate overhead paging, staff paging, and internal messaging functions.
• Support emergency coordination activities in accordance with approved workflows.
• Provide customer service support to internal stakeholders.
• Adhere strictly to assigned schedules, shifts, and attendance requirements.
• Participate in team meetings, coaching sessions, and required training programs.
• Perform additional duties as assigned by management.

Education Requirements

• Bachelor’s Degree or equivalent qualification relevant to the role.

Experience Requirements

• Minimum of 3 years of experience in:
• Customer Service
• Call Center Operations
• Healthcare Call Center (preferred)
• Command Center environments (preferred)

Job Details

Preferred Candidate

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