Telecommunications Operations Specialist

Job Summary

The Telecom Operations Specialist is accountable for the on-going operational support of varied voice technology including premised based exchange systems and hosted (cloud) solutions and provide support to call centers through monitoring, reporting, real time response and implementation of solutions to any challenges.

Essential Duties and Responsibilities

• Provide analytical, operational, and technical support to the all voice solutions in call center environments.
• Perform setup and on-going administration of agents, supervisors, managers, and administrative staff at a hardware and software configuration level.
• Assist with the development, deployment, and documentation of call flows, reporting schemes, skill structuring, and similar project-based work.
• Provide accurate and repeatable call center metric reports and analysis and be able to explain those metrics and analysis to internal management.
• Interface with telecom providers to report, analyze, and expedite issues and requests.
• Design and document training materials for the Training department as well as training the trainers as changes progress.
• Manage the Ticketing process for Telecom Operations through the Service Desk.
• Assist with the improvement of workforce efficiency by ensuring individual agents and teams are skilled properly.
• Work as part of the IT team to provide helpdesk request coverage and timely response to all departments
• Perform or assist with IT operations, as required to maintain workflow to meet schedules and quality requirements.
• Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new technologies, developments, requirements, and policies.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Requirements:

Minimum Qualifications, Education, and Experience

• Associate Degree in Computer Science, Telecommunications, or related discipline or equivalent work experience preferred.
• Certified Specialist (ACS) and/or Certified Expert (ACE) preferred.
• Experience in a multi-site call center environment of at least 2 years in a technical and/or operational (non-agent role) capacity.
• Experience with the various solution from PBX, HPBX, to cloud solutions.
• Ability to travel within and outside of the United States

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Consistently adheres to the time management policies and procedures.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software. Must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~20% of time), drive a vehicle, and utilize other forms of transportation.

Working Environment

Office setting

Pay Range

$60000 – $80000 / year

RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex (including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran/military status, qualified disabled veteran, marital/ domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local laws. RadNet does participate in E-I9 Verify.