Supervisor, Telecommunications Operations

NeighborHealth; Boston (MA); On-site; USD 99,840 - 153,920; Full time

Job summary

NeighborHealth in Boston seeks an experienced Telecommunications Operations Supervisor to oversee the telecom team, ensuring smooth day-to-day operations and continuity of service in a fast-paced healthcare setting.

The role coordinates with the Contact Center, manages PBX/VoIP systems, leads staff training, and supports system rollouts, upgrades, and vendor coordination. An on-call rotation is required to ensure reliability.

Qualifications

• Bachelor’s degree in Telecommunications, Information Technology, Computer Science, or related field or equivalent experience.
• 7–10 years in telecommunications support, contact center operations, and enterprise phone systems with increasing responsibility.
• Healthcare or multi-site clinic experience preferred.
• Strong communication, problem-solving, and discretion with sensitive information.

Responsibilities

• Oversee daily telecommunications work and keep team priorities on track.
• Support the Telecommunications Manager with assigning and monitoring work.
• Serve as liaison with the Contact Center and provide PBX/VoIP back-up.
• Assist with system rollouts, upgrades, testing, and special projects.
• Train staff on procedures and keep documentation up to date.
• Participate in on-call rotation for urgent issues and outages.

Skills

PBX and VoIP systems

Contact center operations

Telecommunications support

Staff training

Project coordination

Vendor coordination

Microsoft Office Suite

Interpersonal communication

Education

Bachelor’s degree in Telecommunications, Information Technology, Computer Science, or related field

Tools

PBX

VoIP platforms

Call routing systems

Job description

## Supervisor, Telecommunications OperationsApplyremote type: Remotelocations: East Bostontime type: Full timeposted on: Posted Yesterdayjob requisition id: R0007423**Thank you for your interest in a career at NeighborHealth, formerly East Boston Neighborhood Health Center!**As one of the largest community health centers in the country, NeighborHealth is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities.Whether you're a nurse or physician providing direct care, a manager leading dedicated teams, or part of the essential support staff who keep our operations running smoothly — every role at NeighborHealth is vital. Together, we’re advancing medicine and delivering the best care experience for our patients and community!Interested in this position? Apply online and create a personal candidate account!**Current Employees of** **NeighborHealth**- Please use our internal careers portal to apply for positions.To learn more about working at NeighborHealth and our benefits, please visit out our Careers Page.**Time Type:**Full time**Department:**Telecommunications**All Locations:**151 Orleans Street**Position Summary:**NeighborHealth is seeking an experienced Telecommunications Operations Supervisor to serve as a key operational support for the telecommunications team, ensuring smooth day-to-day functions, continuity of service, and effective coordination across systems and staff. This role is ideal for a professional with deep expertise in contact center operations, PBX systems, telecommunications support, staff training, and project coordination, with the ability to guide team workflows, troubleshoot complex issues, and maintain service reliability in a fast-paced healthcare environment.**What You'll Do**The Telecommunications Operations Supervisor oversees the day-to-day work of the telecommunications team, helping keep everything running smoothly. They serve as the first point of support for the Contact Center, assist with phone systems, keep projects on track, and train staff on the tools they use. This role also participates in an on-call rotation to help address urgent issues when they arise. When the Telecommunications Manager is unavailable, the Supervisor helps assign tasks to ensure work continues without disruption.**The successful candidate will be able to perform the following responsibilities:****Essential Duties*** Coordinate daily telecommunications work and help keep team priorities on track.* Support the Telecommunications Manager with assigning and monitoring work.* Serve as the main liaison with the Contact Center.* Provide backup support for the PBX and related systems.* Assist with system rollouts, upgrades, testing, and other special projects.* Troubleshoot telecommunications issues and help resolve problems quickly.* Work with vendors, internal departments, and staff to support reliable telecommunications service.* Maintain records, documentation, and equipment information as needed.* In the manager’s absence, assign duties as needed to keep work moving.* Support additional staff as the department grows or changes.**Training Responsibilities*** Provide training for Contact Center systems and related telecommunications tools.* Train incoming telecommunications staff on department procedures, systems, and support expectations.* Develop and update training materials, guides, and process documentation.* Provide follow-up help and refresher training when systems or procedures change.**On-Call Responsibility**Participates in an on-call rotation with department staff to respond to urgent issues, outages, and other critical needs outside of regular business hours, ensuring timely support and continuity of service. Escalates to Manager or CTO, if necessary.**Supervisory Scope**Provides day-to-day coordination and task oversight for the telecommunications team, including assigning work and following up on priorities as needed. This role supports team operations without full managerial authority, ensuring work progresses efficiently and service remains uninterrupted.**What You’ll Bring*** Bachelor’s degree in Telecommunications, Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).* 7 to 10 years of progressive experience in telecommunications support, contact center operations, and enterprise phone systems, including increasing responsibility in coordination or leadership roles.* Minimum of 5 years’ experience in healthcare or multi-site clinics required.* Strong interpersonal and communication skills, with the ability to build rapport across diverse teams.* Solid knowledge of PBX and VoIP systems, contact center platforms, call routing, telecom infrastructure, vendor coordination, and system implementation and support practices.* Exceptional problem-solving and conflict-resolution abilities.* Ability to handle sensitive and confidential matters with professionalism and discretion.* Proficiency in Microsoft Office Suite.* The ability to work in a fast-paced environment.**Work Environment & Physical Requirements*** This position operates in a professional office and clinic environment.* Regularly required to sit, stand, walk, and use hands to operate a computer and other office equipment.* Must be able to remain in a stationary position for extended periods while performing administrative and computer-based tasks.* Occasionally required to lift or move items weighing up to 20 pounds (such as files, office supplies, or small equipment).* Must have adequate visual acuity, hearing, and manual dexterity to perform essential job functions.* May occasionally move between clinic and administrative areas and be exposed to a typical clinical setting.* Expected to follow all NeighborHealth and OSHA safety policies and procedures, including maintaining a safe and ergonomic work environmentThe pay range for this role is $99,840 - $153,920