Manager of Telecommunications Operations

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

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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 expeditiousl

y.
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 employ

er.
Essential Responsibilit

• ies:Manage and maintain the call center's telecommunications systems, including voice infrastructure, voice-over-IP (VoIP), and other communication to
• ols.Monitor system performance, troubleshoot issues, and implement improvements to ensure uninterrupted serv
• ice.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 satisfact
• ion.Analyze call center metrics (e.g., call volume, wait times, abandonment rates) and recommend adjustments to optimize system us
• age.Ensure compliance with regulatory requirements and company policies related to telecommunications systems and practi
• ces.Manage vendor relationships, including procurement, installation, and maintenance of telecommunication hardware and softw
• are.Approve call flow/routing patterns to ensure both incoming and outgoing traffic are properly routed and measu
• red.Monitor existing call center call flow processes and identifies alternatives to improve performa
• nce.Prepare regular reports for the Director, highlighting system performance, operational challenges, and recommended soluti
• ons.Ensure records on installations, resolution of issues, and replacement of equipment and parts are maintained, documented, and diagramed as appropri
• ate.Perform complex software changes to Avaya telecommunications Communication Manager and AMTELCO call processing syst
• ems.Activate and test business continuity plans and re-route inbound call traffic to back-up facilities when nee
• ded.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 syst
• ems.Participate in the annual budget and capital planning proc
• ess.Manage the translation of business and customer requirements into technical specifications, optimizing technological solutions where appropri
• ate.Work collaboratively with the IT department to detect trends in network and systems performance, proactively identifying and troubleshooting probl
• ems.Manage the design and deployment of various voice, data, and secure messaging solutions, lead project management for system upgrades and installati
• ons.Negotiate and maintain contracts for maintenance of telecommunications and network facilities, paging devices and transmitter installations to ensure ongoing service and support are achie
• ved.Work closely with customers to design and deploy disaster recovery programs as they relate to call center operati

ons.
General Responsibili

• ties:Process inbound call center calls as ne
• eded.Participate in after-hours on-call rotation schedule with telecommunications

team.
Supervisory Responsibil

• ities:Direct, manage, coach, and counsel a staff of telecommunications analysts. Ensure employee compliance with policies and proce
• dures.Recruit, select, and train new an
• alystsSupervise and train telecommunications analysts, providing guidance on best practices and technological updates. Complete annual performance reviews for ana

lysts.
Required Qualifications (unless otherwise

• noted):Bachelor’s degree in a related field, business, or equivalent exp
• erienceAt least three years’ experience in telecommunications systems administration and working with providers provisioning voice/dat
• a linesStrong analytical skills to develop efficient programming solutions for business p
• roblemsExperience with call center ACD tools (e.g., Avaya Centre Vu), forecasting, radio-paging, and SQL da
• tabasesFamiliarity with HIPAA/HITECH regu
• lationsAbility to generate SQL queries, scripts, and create reports using Crystal Reports, SQL, .NET, and othe
• r toolsKnowledge of Avaya system administration, VoIP, CTI, TCP/IP networking, switching, VPNs, and SQL da
• tabasesExcellent communication and customer service skills, with the ability to present clear and timely info
• rmationStrong interpersonal skills with management, coaching, conflict resolution, and leadership ab
• ilitiesProven problem-solving skills, capable of handling multiple tasks in a fast-paced envi
• ronmentEffective project management and team-building for timely service delivery across multiple vendors and
• clientsFlexible, adaptable, and able to work independently or collabor
• ativelyWilling to be on-call and work outside regular hours, including nights, weekends, and holidays, with discretion and professi

onalism
Compensation and B

• enefits:Competitive comp
• ensationMedical, dental, and vision
• coverageMonthly MBTA or parking
• subsidyTuition reimbursement/ professional dev
• elopment401(k) plan with generous employer cont
• ributionPaid