24/7 Telecom & Paging Operations Manager

Beth Israel Lahey Health; Burlington (MA); On-site; USD 58,000 - 78,000; Full time

Job summary

Beth Israel Lahey Health in Burlington, MA is seeking an experienced Telecommunication Operations Manager to oversee staffing for all shifts, hire and train staff, and ensure high customer service standards in a 24/7 environment.

You will lead with strong supervisory skills, manage paging systems and alarm coordination, and ensure on-call coverage while maintaining LHMC policies and quality service. Healthcare experience is preferred.

Qualifications

• Education: Undergraduate degree or equivalent experience in a call center, client support, or people management is desired.
• Experience: A minimum of 5 years of Telecom Operation experience in a call center; 3–5 years supervisory/management experience; healthcare experience preferred.

Responsibilities

• Coordinates staffing for all shifts (24/7) including holidays and weekends.
• Hires, coaches and trains department staff to maintain high customer service standards.
• Evaluates staff performance with key metrics and provides leadership mentoring.
• Manages paging equipment and oversees AMCOM/SPOK systems and reports.
• Maintains paging admin changes, reports, and on-call support 24/7.
• Monitors alarm systems, coordinates emergency responses and backup procedures.
• Develops inventory and billing for paging equipment and conferencing lines.
• Ensures adherence to policies and customer service standards.

Skills

Call center mgmt

Telecom systems

Customer service

Project management

Negotiation

Analytical skills

Team leadership

Education

Undergraduate degree or equivalent

Tools

AMCOM paging software

American Messaging paging systems

Job description

Beth Israel Lahey Health in Burlington, MA is seeking an experienced Telecommunication Operations Manager to oversee staffing for all shifts, hire and train staff, and ensure high customer service standards in a 24/7 environment.

You will lead with strong supervisory skills, manage paging systems and alarm coordination, and ensure on-call coverage while maintaining LHMC policies and quality service. Healthcare experience is preferred.