Telecom Service & Technical Support Supervisor, Lincoln

JOB DESCRIPTION

Job Title: ­­Telecom Service & Technical Support Supervisor                             
Job Code: 880444
Immediate Supervisor: Telecommunications Manager                            
Hours: Day shift 7am-3:30pm or 8am-4:30pm, alternative shift coverage as needed                           

DEPARTMENT FUNCTION/JOB OVERVIEW

• Responsible for providing switchboard service and supervision of switchboard staff, mailroom, computer operator and copy center services in a 24/7 operation.
• Ensures quality operation of the facilities switchboard at all times with the ability to lead others quickly and calmly in determining the needs of the department and staff.
• Responsible for hands on training to assist with providing second and third shift help to maintain 24/7 staffing for the department.
• Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures.
• Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.
  
  
  ESSENTIAL FUNCTIONS

1. Ensures excellent quality services are provided the hospital efficiently 24/7
2. Provides shift coverage as needed, performing the full range of duties and responsibilities of Switchboard Operator across all shifts.
3. Efficiently and effectively handles incoming and outgoing calls.
4. Key Operator responsible for the oversite of copy center orders and copier billing.
5. Completes monthly schedules to ensure adequate staffing on a daily basis.
6. Assists manager with staff time cards, performance reviews, employee selections in the hiring process and mentoring and discipline.
7. Responsible for the successful onboarding and training of new telecom staff.
8. Responsible for maintaining and tracking accurate inventory records for all telephone and headset devices.
9. Assist with the maintenance and updating of all telephone directories
10. Supervise and mentor mail room staff to ensure efficient, high quality service delivery and adherence to facility expectations.
11. Requisition supplies and other office material as needed.
12. Assist with departmental report functions.
13. Support the Telecom Manager with the management of cellular business accounts and mobile device provisioning.
14. Assist in the configuration, deployment, and troubleshooting of audio-visual systems in hospital conference rooms.
15. Support the configuration, deployment, troubleshooting, repair, and replacement of wireless and desktop telephone hardware.
16. Troubleshoot and provide basic maintenance for fax, copier, and printer fleet devices.
17. Assist with end-user setup for telecommunications services, including Single Number Reach (SNR), remote phone devices, and softphone configurations.
18. Maintain and support both public and private Telecommunications SharePoint sites to ensure accessibility and up-to-date content.
19. Perceive customer service as a primary focus to the facility striving to have excellent communication.
20. Escalate problems to appropriate staff.
21. Follow instruction from manager to perform other functions as assigned in order to achieve the goals within the department and Madonna as a whole.
22. Participate on teams and/or committees as requested.
23. Follow HIPAA regulation to ensure privacy and confidentiality of patient information.
24. Maintains a clean, organized and safe environment.  Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
    
    
    PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS
    
    Sedentary work â?? Requires adequate vision to read handwritten numbers, material and computer printouts; must be able to view the computer screen a good part of the day. Must tolerate occasional walking and standing on a variety of surfaces with strength to push mail cart as needed for coverage. Mail cart coverage requires frequent reaching with both arms at low, waist and high levels, frequent grasping of mail items of both hands requiring normal grip strength based on national averages and frequent stooping, bending and twisting. Must possess sound communication skills written and oral and have the ability to respond quickly and calmly when placing and receiving calls of an emergency nature.
    
    Must efficiently communicate with others about telephones, mail, copy center, assigned computer operations and other supervisory functions for the department. The working environment will range from times of very high volume calls to periods of less activity and is subject to stressful time-pressured situations.
    
    Position is subject to rotating shifts and varying schedules to meet the needs of the facility and physical demands some walking, stooping, and lifting up to 30 pounds. Must be able to cope with stress of deadlines and working in a small, physically close and fast paced office, demands much sitting. Requires sufficient sight to see and read reports and computer screen. Requires sufficient hearing and speaking to communicate by phone or in person; and requires ordinary hearing and speaking skills.
    
    QUALIFICATIONS (Education/training and/or Experience)

• Requires high school equivalency and two years post high school education. Two yearsâ?? relevant experience in customer service required, preferably in healthcare or telecommunications.
• One year supervisory experience or one year demonstrated leadership in a position at Madonna required.
• Experience demonstrating strong technical aptitude and ability to quickly learn and adapt to software systems required.
• Telephone switchboard experience preferred, knowledge of Call Manager System preferred.
• Experience with or ability to quickly become proficient in enterprise communication platforms (e.g., Cisco Call Manager, Cisco Unity).
• Proficient in the use of Microsoft Office applications with working knowledge of database reporting tools.
• Must have excellent customer service and problem solving skills with attention to detail.
• Must be able to multitask with high efficiency.
• Must have proficient typing skills; excellent oral and written communication skills; strong interpersonal skills able to elicit cooperation and follow directions accurately.
• Must be self-motivated and demonstrate excellent organizational, grammar, and spelling skills.
• Must have ability to work in demanding situations without adverse reaction and interact in a positive manner with staff and the public, either in person or by telephone.
• Must be able to maintain strict confidentiality.
  
  Background checks are conducted.  When specific authorization forms are requested so that full background history can be obtained, employees/applicants must sign the form(s) requested.