Supervisor, Telecommunications Operations
About The Position
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. 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.
Requirements
- 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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Benefits
- NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
