Analysis Skills, Call Monitoring, Call Volume, Communication Skills, Computer Security, Customer Support/Service, Dental Insurance, Detail Oriented, Documentation, Employee Assistance Plan, English Language, Equal Employment Opportunity (EEO), Healthcare, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Presentation/Verbal Skills, Problem Solving Skills, Security Attacks, Spanish Language, Team Player, Time Management, Typing, Vision Plan, Writing Skills
LOCATION
Tallahassee, Florida
POSTED
16 days ago
Overview:
ViaPath is seeking Phone Monitoring Representative(s) to join our team working with our client in Tallahassee, FL. The responsibility of the Phone Monitoring Representative will be to provide direct support to the customer staff. While in this critical position, you will have the opportunity to utilize your training and experience to assist correctional staff in the monitoring and reporting of information provided through the ViaPath Command platform. The selected candidate(s) will be team oriented, capable of multitasking, and possess excellent listening, communication and documentation skills.
Leverage ViaPath provided proprietary techniques and strategies to identify calls for monitoring
Operate and leverage tools within ViaPath command to efficiently and effectively monitor specified call volumes
Provide attentive listening to pre-recorded communications between parties for prolonged periods of time
Accurately detect communications indicative of illicit and/or security-threat behavior
Accurately document the content of calls containing communication(s) of interest
Provide timely notification to supervisor and/or customer of all illegal and/or security threat behaviors
Additional tasks and projects as assigned by manager
Qualifications:
Excellent verbal and written communication skills
Proficient in Microsoft Windows OS and Microsoft Suite
Proficient typing/keyboarding skills
Ability to monitor communications for prolonged periods of time while maintaining an extreme attention to detail
Ability to work in a fast-paced environment and meet competing deadlines
Strong problem-solving skills with an interest and ability to conduct analysis and report on findings
Ability to handle confidential information.
Fluency (written and verbal) in English is required. Fluency (written and verbal) in Spanish is desired
Additional Information:
ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.
Benefits Overview
ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:
Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO) – Including vacation and sick time
Company Holidays
Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.