Lead Telephone Operator (Open and Promotional)

The Technology Services Department of the County of San Mateo is seeking qualified candidates for the Lead Telephone Operator position. Under general supervision, provide lead direction by training, assigning, and directing the work of County Telephone Operators who operate telephone consoles and softphones to connect incoming calls to County staff or departments and to provide information to the public regarding County functions and activities; serve as a resource to assigned Telephone Operators in handling difficult situations; respond to San Mateo County Health alarms and provide other related services according to established Standard Operating Procedures; maintain records; and prepare and update telephone directories.

The hours are Wednesday 6 p.m. - 11 p.m., Thursday 6 p.m. - 11 p.m., Friday 6 p.m. - 12 a.m., Saturday 8 am. - 8 p.m., and Sunday 8 a.m. - 8 p.m.

DISTINGUISHING CHARACTERISTICS
Lead Telephone Operator is the lead level in the Telephone Operator Series that performs the full range/scope of duties and tasks associated with the Telephone Operator classification and exercises a high degree of independent judgment in assigning, delegating, directing, and providing training on the work of San Mateo County Telephone Operators. 
  
The ideal candidate will:

• Experience involving considerable contact with the public, primarily by extensive use of telephones.
• Knowledge of basic computer use in a business office and communication center environments.
• Experience creating, updating, and publishing AMiON schedules.
• Proficient knowledge of county government procedures, offices, and functions.  
• Experience with maintaining calm and focus in response to urgent calls, call center cardiac and fire alarm response, and other County related emergency situations.
• Experience working closely with staff in a Supervisory position to create and execute procedures. 
• Experience with Komutel communications usage.
• Receive calls in the middle of the night and after-hours from staff requiring guidance when sharing on-call responsibilities with the Supervisor.