Position Summary

The Lead PBX Operator will operate efficiently and oversee other operators on the company phone switchboard to assist callers and make proper telephone connections.  The Lead monitors the appropriate handling of incoming, outgoing and inter-office calls.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.  

 Essential Duties And Responsibilities

1. Assures that all calls are handled in a friendly, courteous and timely manner.
2. Monitors, coaches, trains and instructs personnel in the proper performance of their duties.
3. Interview, hires, schedule, conduct performance and salary reviews, coach and counsel, conduct meetings and provide open lines of communication, and recommend discipline and termination as appropriate for all PBX employees.
4. Supervise the daily operations of the PBX department to comply with SOPs and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
5. Prepares weekly and daily schedule for PBX Operators.
6. Follows upon previous shift/days logs.
7. Reviews daily staffing requirements and adjusts schedules as assigned.
8. Handles guests’ complaints taking corrective action as necessary. This includes incident reports and other guest concerns.
9. Coordinates with the MIS department and phone service provider concerning equipment and /or service issues.
10. Perform the tasks of a PBX Operator as needed to facilitate service.
11. Maintains and orders supplies as required.
12. Handles projects assigned in a timely manner.
13. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.  

 Additional Responsibilities

1. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team Members In This Capacity

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.  
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur. 
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered. 
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, And Abilities

1. Must have excellent customer service skills.
2. Must have excellent verbal and written communication skills.
3. Must have the ability to supervise a PBX staff.
4. Creative problem-solving skills.
5. Ability to coach employees on problem resolution and conflict de-escalation.
6. Ability to create a courteous, friendly, and professional work environment.
7. Ability to speak in fluent English.
8. Ability to work with minimal supervision.
9. Must have good interpersonal communication skills.
10. Must have good PC skills.
11. Ability to interact and communicate with people over the telephone, often in stressful situations.
12. Ability to verify data input and correct errors.
13. Knowledge of telephone system and dialing procedures, including long distance, international and internal.
14. Knowledge of policies and procedures for the imparting of directory information over the telephone.
15. Knowledge of customer service standards and procedures.

   Education And Experience  

Required

1. Two (2) years of switchboard experience.
2. One (1) year supervisory experience.
3. High School diploma or GED equivalent required.

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.