Teleoperator - Substitute Floor Manager for Telecare Service

The Telecare Service of UTE ASISPA-SUARA aims to help elderly, disabled, or dependent people continue living in their homes, safely and reducing the risk of isolation. In addition to acting in emergencies, the service also acts preventively by maintaining continuous telephone contact with the user.

We are looking for a Teleoperator - Substitute Shift Lead who will habitually perform the functions of a Teleoperator and who, when it is necessary to cover breaks, holidays, or other absences of the permanent staff member, will temporarily assume the functions of Shift Lead. During these periods, the person will be responsible for coordinating the operation of the shift, supporting the team, and ensuring the correct management of alarms and available resources.

• Attend to calls and other communications from users and relatives, responding to their needs in accordance with the service protocols.

• Manage emergency situations, assessing each case, activating the necessary resources, and following up on them.

• Perform periodic calls to monitor and check the well-being of the users.

• Register interventions, incidents, and relevant information in the management system, keeping files updated.

When assuming the functions of Shift Lead, you will be the reference figure for the Care Center during the shift and will have the following main responsibilities:

• Organize and distribute the tasks of the teleoperator team to ensure the correct operation of the service.

• Monitor shift objectives, especially regarding call volume and alarm response levels.

• Coordinate with the Care Center supervision and with the rest of the service professionals.

• Provide support to teleoperators in the face of complex cases or situations that require additional assessment.

• Manage relevant incidents related to the care of users.

• Ensure that emergency situations are attended to with the most appropriate resource in each case.

• Compulsory secondary education (ESO/EGB).

• Valuable: Vocational Training (CP) in Telecare Call Management, Vocational Training (CP) in Socio-health Care for dependent persons in social institutions or homes, Vocational Training (CFGM) Technician in Health Emergencies, Vocational Training (CFGM) Technician in Care for Persons in a Situation of Dependency, Vocational Training (CFGM) Technician in Auxiliary Nursing Care, Higher Vocational Training (CFGS) in Social Integration.

• High level of Catalan (providing a C1 level certificate is ideal).

• Medium-High level in Office Automation.

• 6 months of experience in telephone customer service or in the telecare sector.

• Proactivity, agility, responsibility, teamwork, and empathy.

• Holding a disability certificate of 33% or more will be valued.