Supervisor PBX - Contact Center

Location: MetroHealth Old Brooklyn Campus

Biweekly Hours: 80.00

Shift: 8:00a - 4:30p

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.

Summary:

Responsible for the efficient operation of the PBX Operator function, insuring that a high level of service is provided to The MetroHealth System and its customers. Serves as a member of the Telecommunications Customer Service Team and a backup member of the hospital Emergency/Disaster Committee. Serves as a backup Operator in times of emergency. Responds to user calls and electronic ticketing requests within the MetroHealth System. Responsible for cellular and paging communication administration for the MetroHealth and related systems. Assists Telecommunications Systems Specialist with system audits, vendor bill management and system reports. Relies on instructions and pre-established guidelines to perform functions of the job based on knowledge of procedures and practices within the telecommunications industry and the MetroHealth System. Performs problem recognition, research, isolation, resolution, and follow-up steps. Interacts with appropriate technical, professional, or service personnel to expedite trouble tickets and work orders. Responsible for analyzing both the telecommunications systems and user's requirements and needs, and acts in a troubleshooter capacity. Upholds the standards of the system-wide customer service program.

Required: High School Diploma or passage of a high school equivalency exam. Four (4) years switchboard/PBX experience on a large institution switchboard. Familiarity with digital and automated computerized console equipment. Proficiency with personal computers including the ability to use online systems and Office Applications (Word, Excel, Access, and PowerPoint) Excellent written, verbal, and interpersonal communication skills Ability to interact with all levels of employees. Self-starter able to handle multiple tasks with minimal Supervision Strong organizational skills Previous customer service experience.

Preferred: Experience as a Lead Switchboard/PBX Operator, Telecommunications Supervisor or similarly position in a hospital environment. Previous experience in large enterprise environments that include multiple site locations including work on Nortel PBX and key telephone systems Ability to use online service ticketing and station management systems (ie HEAT, Quantum, and Second Nature)