Remote Contact Center Specialist

2 weeks ago

Faisalabad City Tehsil, Pakistan Adiova Full time
Remote Contact Center Specialist (Crisis Intervention)
Adiova, Pakistan


• This opening is for all shifts 7am-3pm, 3pm-11pm, and overnight from 11pm-7am (central time zone) *Must be available to work 2 of the 3 shifts and must be available to work complete shifts


• Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during disasters and on occasional holidays, as part of a team rotation


• Specialists will receive extensive training in crisis counseling, information & referral, and suicide prevention


• Specialists will be trained to answer inquiries via phone, text and chat


• Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy


• Understand and follow all established procedures and recognized best practices


• Employ active listening techniques to assist callers in de-escalating from mental health issues/concerns


• Provide appropriate response to caller needs by following the VIA LINK crisis intervention model


• Provide critical resources and support to individuals in crisis


• Follow all VIA LINK contact center procedures and personnel policies


• Accurately complete call reports and contact documentation


• Work occasional holidays and unscheduled hours as needed


• Work effectively as a team member


• Actively participate in required training in order to enhance professional self and aid in program development


• Protect the confidentiality of agency location, software, records, etc


• Troubleshoot minor tech issues, as this is a remote, computer-based position


• Upon completion of training, staffed Specialists will be issued an agency laptop for continued work

Job Specification


• Contact Center Specialists are required to interact with a broad range of callers


• Ability to maintain regularly scheduled full-time shifts: either night shift, day shift, or a combination of the two


• Reliable laptop/computer (PC not MAC) with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via zoom video call)


• Excellent computer skills including the ability to submit online reports, use email, and utilize internal search databases


• Excellent verbal and written communication, including the ability to effectively communicate with callers, co workers, and supervisors


• Excellent interpersonal skills, ability to empathize with others, and a non-judgmental attitude


• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary support to callers


• Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and standard accepted practices


• Collaborates well with others


• Candidates are required to attend all training shifts over the course of two months

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