LEAD PBX OPERATOR

Pueblo of Sandia is a tribal government entity dedicated to serving the needs of its community with a commitment to integrity, fairness, collaboration, communication, and recognition for performance excellence. Known for fostering a supportive and professional work environment, the Pueblo of Sandia emphasizes the importance of attracting and retaining qualified personnel while providing opportunities for career advancement. Their ongoing success hinges on maintaining high standards of service and employee development, which is reflected in every role across the organization.

The Pueblo of Sandia is currently seeking a dedicated Lead PBX Operator to efficiently operate and oversee the company phone switchboard. This role is pivotal to maintaining effective telecommunications and customer service standards within the organization. The Lead PBX Operator will manage incoming, outgoing, and inter-office calls, ensuring that all communications are handled promptly and courteously. Beyond operating the switchboard, this position involves the supervision and coordination of other PBX Operators to uphold standard operating procedures and deliver excellent service.

As a Lead PBX Operator, you will play a crucial leadership role by monitoring and coaching the operator staff, managing schedules, and fostering a workplace culture that prioritizes quality customer service and operational efficiency. The position involves interviewing and hiring new staff, conducting performance evaluations, providing coaching and counseling, and making recommendations for disciplinary actions when necessary. Leadership in this role means setting the tone for professional telephone interactions and making sure every guest’s inquiry or concern is handled with empathy and effectiveness.

You will also liaise with technical support teams such as the MIS department and phone service providers to resolve any equipment or service issues, ensuring uninterrupted communication channels. This role requires not only the ability to handle the technical functions of the switchboard but also excellent interpersonal and problem-solving skills to address guest complaints and other service-related challenges. Additionally, maintaining inventory and ordering supplies, handling relevant administrative tasks, and ensuring punctual and reliable attendance as per policy are essential parts of this role.

The position is ideal for individuals with prior experience in switchboard operations and supervisory roles who are looking to apply their skills in a dynamic and community-focused environment. The ability to communicate effectively in English, manage stress, and create a courteous, friendly, and professional work environment are key competencies for success. The Lead PBX Operator will contribute significantly to guest satisfaction and the overall efficiency of the Pueblo of Sandia’s communication operations, supporting the organization’s mission and commitment to excellence in service.