What are the responsibilities and job description for the Manager of Telecommunications Operations (Boston, MA) position at MASCO Services Call Center?
Position Overview:
The MASCO Services Call Center is seeking a dedicated and experienced Manager of Telecommunications Operations to join their team. The Manager of Telecommunications Operations is responsible for the seamless and reliable operation of all telecommunications and associated technologies within a high-volume 24x7x365 call center serving major health care institutions and private medical practices. The role provides leadership and strategic direction to meet or exceed stringent service delivery and revenue targets while assisting in meeting the department’s short-term and long-range business continuity goals. The Manager works collaboratively with stakeholders and vendors at various levels on telecommunications and customer service projects and is responsible for the uptime, documentation and inventory of the radio-paging infrastructure comprising paging/texting devices.
The MASCO Services Call Center, a subsidiary of Longwood Collective Inc., keeps hospitals, colleges, physicians, and businesses connected to callers 24 hours a day, 7 days a week. We combine the latest technology with professional personalized services, bilingual capabilities, customized plans, and unmatched commitment to quality customer service. Learn more about the MASCO Services Call Center here.
This position is deemed essential and requires working during emergencies/inclement weather and must be available off hours to staff and stakeholders when needed and respond expeditiously.
MASCO Services values an inclusive work environment that celebrates the diversity represented by our employees and member institutions. Candidates passionate about this role with diverse backgrounds and experiences are encouraged to apply. MASCO Services is proud to be an equal-opportunity employer.
Essential Responsibilities:
General Responsibilities:
Supervisory Responsibilities:
Required Qualifications (unless otherwise noted):
Compensation and Benefits:
The MASCO Services Call Center is seeking a dedicated and experienced Manager of Telecommunications Operations to join their team. The Manager of Telecommunications Operations is responsible for the seamless and reliable operation of all telecommunications and associated technologies within a high-volume 24x7x365 call center serving major health care institutions and private medical practices. The role provides leadership and strategic direction to meet or exceed stringent service delivery and revenue targets while assisting in meeting the department’s short-term and long-range business continuity goals. The Manager works collaboratively with stakeholders and vendors at various levels on telecommunications and customer service projects and is responsible for the uptime, documentation and inventory of the radio-paging infrastructure comprising paging/texting devices.
The MASCO Services Call Center, a subsidiary of Longwood Collective Inc., keeps hospitals, colleges, physicians, and businesses connected to callers 24 hours a day, 7 days a week. We combine the latest technology with professional personalized services, bilingual capabilities, customized plans, and unmatched commitment to quality customer service. Learn more about the MASCO Services Call Center here.
This position is deemed essential and requires working during emergencies/inclement weather and must be available off hours to staff and stakeholders when needed and respond expeditiously.
MASCO Services values an inclusive work environment that celebrates the diversity represented by our employees and member institutions. Candidates passionate about this role with diverse backgrounds and experiences are encouraged to apply. MASCO Services is proud to be an equal-opportunity employer.
Essential Responsibilities:
- Manage and maintain the call center's telecommunications systems, including voice infrastructure, voice-over-IP (VoIP), and other communication tools.
- Monitor system performance, troubleshoot issues, and implement improvements to ensure uninterrupted service.
- Manage and deliver technology projects including application development, integration, data migration, testing, etc. in conjunction with IT.
- Collaborate with the Director to develop and execute strategies that enhance call center efficiency and customer satisfaction.
- Analyze call center metrics (e.g., call volume, wait times, abandonment rates) and recommend adjustments to optimize system usage.
- Ensure compliance with regulatory requirements and company policies related to telecommunications systems and practices.
- Manage vendor relationships, including procurement, installation, and maintenance of telecommunication hardware and software.
- Approve call flow/routing patterns to ensure both incoming and outgoing traffic are properly routed and measured.
- Monitor existing call center call flow processes and identifies alternatives to improve performance.
- Prepare regular reports for the Director, highlighting system performance, operational challenges, and recommended solutions.
- Ensure records on installations, resolution of issues, and replacement of equipment and parts are maintained, documented, and diagramed as appropriate.
- Perform complex software changes to Avaya telecommunications Communication Manager and AMTELCO call processing systems.
- Activate and test business continuity plans and re-route inbound call traffic to back-up facilities when needed.
- Participate in the evaluation and recommendation of the purchase of new technologies and systems; gather data for the preparation of RFP specifications. Manage installations and upgrades to voice and data systems.
- Participate in the annual budget and capital planning process.
- Manage the translation of business and customer requirements into technical specifications, optimizing technological solutions where appropriate.
- Work collaboratively with the IT department to detect trends in network and systems performance, proactively identifying and troubleshooting problems.
- Manage the design and deployment of various voice, data, and secure messaging solutions, lead project management for system upgrades and installations.
- Negotiate and maintain contracts for maintenance of telecommunications and network facilities, paging devices and transmitter installations to ensure ongoing service and support are achieved.
- Work closely with customers to design and deploy disaster recovery programs as they relate to call center operations.
General Responsibilities:
- Process inbound call center calls as needed.
- Participate in after-hours on-call rotation schedule with telecommunications team.
Supervisory Responsibilities:
- Direct, manage, coach, and counsel a staff of telecommunications analysts. Ensure employee compliance with policies and procedures.
- Recruit, select, and train new analysts
- Supervise and train telecommunications analysts, providing guidance on best practices and technological updates. Complete annual performance reviews for analysts.
Required Qualifications (unless otherwise noted):
- Bachelor’s degree in a related field, business, or equivalent experience
- At least three years’ experience in telecommunications systems administration and working with providers provisioning voice/data lines
- Strong analytical skills to develop efficient programming solutions for business problems
- Experience with call center ACD tools (e.g., Avaya Centre Vu), forecasting, radio-paging, and SQL databases
- Familiarity with HIPAA/HITECH regulations
- Ability to generate SQL queries, scripts, and create reports using Crystal Reports, SQL, .NET, and other tools
- Knowledge of Avaya system administration, VoIP, CTI, TCP/IP networking, switching, VPNs, and SQL databases
- Excellent communication and customer service skills, with the ability to present clear and timely information
- Strong interpersonal skills with management, coaching, conflict resolution, and leadership abilities
- Proven problem-solving skills, capable of handling multiple tasks in a fast-paced environment
- Effective project management and team-building for timely service delivery across multiple vendors and clients
- Flexible, adaptable, and able to work independently or collaboratively
- Willing to be on-call and work outside regular hours, including nights, weekends, and holidays, with discretion and professionalism
Compensation and Benefits:
- Competitive compensation
- Medical, dental, and vision coverage
- Monthly MBTA or parking subsidy
- Tuition reimbursement/ professional development
- 401(k) plan with generous employer contribution
- Paid time off
This is a full time position
