Telecommunications Supervisor

• Associates Degree in a related field and/or ten years equivalent communications experience.
• This position is on site at our Janesville, WI campus.

Experience a rewarding and fulfilling career with Mercyhealth. Mercyhealth is committed to offering our partners a best place to work. Our unique workplace Culture of Excellence is built upon:

• Employee engagement, empowerment and growth
• Teamwork toward our common goal - providing exceptional health care services with a passion for making lives better
• An atmosphere of caring and quality that cascades throughout the organization

Reports and provides support to the Telecommunications Manager. The Supervisor provides supervision, training, and back-up support for the Switchboard Operators. Also, performs other duties as assigned. The Supervisor may be required to work flexible hours.

Essential Duties and Responsibilities

• Oversee guidelines for prioritizing work activities, evaluating effectiveness, efficiency and modify work activities as necessary.
• Under the direction of the manager, performs duties including scheduling staff, scheduling time off, payroll data entry, performance appraisals, disciplinary actions, and recommendations for staff development per policies and procedures.
• Works in conjunction with Team Lead to orient, ensure adequate training of new staff, and adequate development training of all staff through continued education.
• Assist manager in the new hire selection process.
• Schedule, supervise, and direct the work of all employees to meet the needs of the department.
• Ensure the office is staffed appropriately and manager day to day staff assignments and scheduling.
• Under the direction of the manager, train and develop staff to ensure retention of most effective employees by assessing needs and addressing performance and behavior strength/weaknesses through the timely use of coaching, feedback, performance appraisals, corrective actions, and termination procedures of staff.
• Identify, analyze, and resolve work problems.
• Ensure all employees treat customers and partners courteously. Monitor patient partner satisfaction and work with manager to plan approaches for high levels of satisfaction.
• Interfaces with department managers and health system staff to resolve telecommunications issues, paging issues, and general process concerns.
• Handles replacement repair and ordering of telephones, pagers, patient phones and related telecommunications equipment.
• Ensure accurate information is retrieved and distributed with regard to pager and telephone lists.
• Provides in-services to partners on the use of telephones, voice mails, pagers, Spok Mobile and related equipment as required.
• Provides supervision and staff oversight including scheduling, partner evaluations, performance stands of partners as directed by the Telecom Manager
• Will be required to be on call frequently and work at multiple locations.
• the daily office operations as assigned by the Manager. Assist the Manager in developing

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to others views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Advanced level of knowledge of Telecommunications and or call center environment at a level usually acquired through the completion of an Associates Degree in a related field and/or ten years equivalent experience.

Skills and Abilities
Excellent customer relation's skills.
To perform this job successfully, and individual should have knowledge of word processing software, telecommunications systems, Computerized Maintenance Management Systems, and spreadsheet software.

Special Physical Demands

While performing the duties of this job, the partner must have good manual dexterity to operate a keyboard and telephone; repetitive finger wrist movement associate with the use of a keyboard; able to talk and hear; prolonged sitting. The partner must frequently sit; use hand to handle, finger to feel; reach; talk and hear. The partner must occasionally stand and walk; and stoop. The partner must exert up to two pounds of force occasionally. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision. Occasional distance vision, peripheral vision, depth perception and ability to adjust focus.

Level of Supervision

Responsibilities include interviewing, recommending hiring of staff, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; employee adherence to annual education and certification requirements.

Supervises

Directly supervises call center partners. Supervisory responsibilities are conducted in accordance with directives of management, the organization's policies, and applicable laws.