Supervisor, Telecommunications – Telephone Operators

Company Description

It takes a lot of very smart, hard-working and talented people to provide the level of care that we give to our patients. Tufts Medical Center is an internationally respected academic medical center and we pride ourselves not only on the sophistication of the care we deliver, but the compassionate way in which we provide it. And that starts with our employees.

Job Description

The Telecommunications Supervisor performs/supervises services in a designated area according to the policies, procedures, philosophy, and objectives of the department and hospital. Works cooperatively within department and other services to create a system of quality health care.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:

• The Telecommunications Supervisor is responsible for hospital operator functions, telephones and emergency code communication and paging systems. Acts as a resource to all staff. Monitors real time and historical reports using Avaya Contact Center reporting application with the goal of a 4% or lower abandoned rate.
• Supervisor duties include the review of individual and staff performance, recruitment and interviewing new applicants, timekeeping, payroll processing and scheduling.
• Responsible for all performance reporting, documentation and management of direct reports.
• The Supervisor will represent the department at various meetings.
• Handles escalated service issues. Resolves complex customer service issues and ensure appropriate follow through.
• Provide great customer service in accordance with hospital standards.
• Demonstrates effective problem-solving and decision-making skills.
• Performs miscellaneous duties as assigned or requested by Department Manager.
• Provide Pager Support via phone, email or walk-ins.
• Troubleshoot pager issues.
• Contact Spok wireless for support with troubleshooting uncommon issues.
• Order spares and replacements with vendors (AM and Spok).
• Send quarterly emails to departments on the Internal Directory / Amcom information and make changes as set by the manager of the dept.
• Update Parlance Speech Voice Recognition system records as new employees come and go.
• Verify and test Updates.
• Run quarterly no usage page reports and send the departments to get pagers back.
• Candidates should have a good knowledge of hospital/healthcare operations and have experience supervising personnel and customer service teams.
• Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Addresses personnel problems within position responsibilities. Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation.
• Coordinates the assignment of tasks for the efficient utilization of available resources.
• Assists a manager by coordinating the work of an assigned group of employees. Relays work instructions and distribute and monitors work.
• Provides technical training and assistance. Assists in ensuring employees are provided with appropriate resources. Provides recommendations for the most efficient utilization of assigned personnel. May provide employee performance information and report employee performance problems.
• Maintains collaborative team relationships with peers and colleagues in order to effectively contribute to the working group’s achievement of goals, and to help foster a positive work environment.
• Performs other similar and related duties as required or directed.

Qualifications

EDUCATION:

• 
  High School and above with experience. BA preferred.

EXPERIENCE:

• 
  5+ years of experience supervising in a healthcare environment and customer service in a call center environment helpful and preferred.

An equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed above, may be substituted for the above education and experience requirements.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• General office environment – work station space is limited; narrow aisles. Noise level can be high at times – multiple conversations at one time. High stress factor with department activity.

Additional Information

All your information will be kept confidential according to EEO guidelines.

AMERICANS WITH DISABILITIES STATEMENT:

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Tufts Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

COVID-19 POLICY:

Please note that effective October 1, 2021, as a condition of employment at Tufts Medical Center, all employees and new hires must have received their complete dose of the COVID-19 vaccine, unless they have been granted an exemption.