Telecom Operations Supervisor – 24/7 Paging & Call Center

Beth Israel Deaconess Medical Center; USA; Vor Ort; USD 65.000 - 85.000; Vollzeit

Zusammenfassung

Lahey Hospital and Medical Center seeks a seasoned supervisor to manage telecom operations and paging systems for a 24/7 call center environment. You will hire, train, and coach staff while monitoring performance metrics and ensuring high customer service standards.

Responsibilities include managing paging equipment, updating AMCOM/SPOK systems, producing reports, and providing on-call support 24/7. Healthcare experience is preferred.

Qualifikationen

• Education: Undergraduate degree or equivalent experience in a call center, client support, or people management.
• Experience: 5+ years in Telecom Operation within a call center; 3–5 years supervisory/management in medium/large centers; healthcare experience preferred.
• Skills: strong customer service, communication, problem solving, and ability to balance multiple tasks with minimal supervision.

Aufgaben

• 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 using key metrics and applies disciplinary action per policy.
• Provides leadership, mentors new staff, and collaborates with subject matter experts.
• Manages paging equipment to support hospital operations and business needs.
• Oversees paging and directory information; updates paging systems (AMCOM/SPOK).
• Prepares paging/call reports for various departments.
• Ensures communications systems are functioning and alarms/codes are appropriately handled.
• On-call support 24/7, including weekends and holidays; carries pager and cell phone.
• Performs other duties as needed to meet department goals.

Kenntnisse

Call center management

Customer service

Interpersonal communication

Oral and written communication

Problem solving

Project management

Presentation skills

Negotiation

Time management

Team collaboration

Ausbildung

Undergraduate degree or equivalent experience in a call center, client support, or people management

Tools

AMCOM paging

American Messaging paging

Microsoft Windows

Microsoft Office

Jobbeschreibung

Lahey Hospital and Medical Center seeks a seasoned supervisor to manage telecom operations and paging systems for a 24/7 call center environment. You will hire, train, and coach staff while monitoring performance metrics and ensuring high customer service standards.

Responsibilities include managing paging equipment, updating AMCOM/SPOK systems, producing reports, and providing on-call support 24/7. Healthcare experience is preferred.