Manager Telecommunications

Lahey Clinic Hospital, Inc.; 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

Job Description: Essential Duties & Responsibilities

Coordinates staffing for all shifts (24/7) including holidays and weekends. Hires, coaches and provides training to department staff to maintain high customer service standards. Evaluate staff performance with key metrics (accuracy, aux time, etc.). Disciplines, as necessary, according to LHMC standards and policies. Provides leadership in developing solutions; mentors new staff, and effectively engages with other subject matter experts. Manages all paging equipment to meet normal requirements in support of Lahey’s business functions. Oversees and manages all paging and directory information for LHMC Updates/modifies changes as required. Updates and makes changes to paging administrative system (AMCOM/SPOK), as needed. Prepares paging / call reports for different departments. Provides ongoing training and support for paging to LHMC personnel when necessary. Responsible for distribution and replacement of all paging units for LHMC. Ensures Telecommunications systems are operating properly and calls are being answered accordingly. Maintains and monitors all standards and emergency backup procedures for paging. Monitors all building alarms for Lahey Burlington, 31 Mall Road, and the Gordon Building. Oversees and initiates all Code, Fire, Trauma and emergency response alarms when necessary. Initiates emergency backup procedures if telephone or alarm system fails. Notifies appropriate support vendor and LHMC personnel to report problems. Ensures console stations are functioning properly. Reports and logs any issues requiring follow up. Accountable for distribution of AT&T Conference Lines / WebEx Accounts Develops and maintains an inventory and billing system of paging equipment, AT&T Conference Lines / WebEx Accounts, services and facilities. Reviews hospital wide home based on-call calendars and make necessary changes. Accessible for “on call” support as required 24/7 including weekends and holidays. Required to carry a pager and cell phone. Performs all other duties as needed or directed to meet the needs of the department.

Organizational Requirements

Maintain strict adherence to the Lahey Hospital and Medical Center Confidentiality policy. Incorporate Lahey Hospital and Medical Center Standards of Behavior and Guiding Principles into daily activities. Comply with all Lahey Hospital and Medical Center Policies. Comply with behavioral expectations of the department and Lahey Hospital and Medical Center. Maintain courteous and effective interactions with colleagues and patients. Demonstrate an understanding of the job description, performance expectations, and competency assessment. Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards. Participate in departmental and/or interdepartmental quality improvement activities. Participate in and successfully completes Mandatory Education.

Minimum Qualifications

• Education: Undergraduate degree or equivalent experience in a call center, client support, or people management is desired.
• Licensure, Certification & Registration: N/A
• Experience: A minimum of 5 years of Telecom Operation experience working in a call center setting. Minimum 3 to five years supervisory/management experience preferably in a medium/large scale call center environment. Prior healthcare experience preferred.

Skills, Knowledge & Abilities

• Knowledge of call center management and knowledge of telecommunications systems including paging.
• Proven customer service, interpersonal and verbal and written communication skills.
• Strong problem-solving skills.
• Possesses strong project management, presentation and negotiation qualities.
• Possesses good analytical and reasoning skills.
• Experience working in a health care environment a plus.
• Demonstrates solid organizational skills, is self-motivated and requires minimal supervision.
• Has knowledge of the following: Microsoft Windows and Office AMCOM paging software systems American Messaging paging systems
• Proven ability to balance multiple assignments on a daily basis and manage time appropriately with minimal supervision.
• Proven ability to maintain professional demeanor under stress.
• Proven ability to operate effectively in a team environment.
• Must have strong customer focus, initiative, self-direction, and a commitment to customer service and customer communication.

Pay Range

Pay Range: $58,240.00 USD - $78,374.00 USD The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.

Equal Opportunity Employer/Veterans/Disabled

At Beth Israel Lahey Health, we are driving the change in health care that Massachusetts wants and needs. Our culture promotes continuous learning, growth, innovation and a sense of belonging. We make it a priority to offer comprehensive compensation and benefits and help you achieve a healthy and balanced life. While you're busy caring for and supporting our patients, we take care of you.

Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.