Supervisor, Telecommunications Operations

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Time Type:

Full time

Department:

Telecommunications

All Locations:

151 Orleans Street

Position Summary:

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.

What You'll Do

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.

The successful candidate will be able to perform the following responsibilities:

Essential Duties

• 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.

Training Responsibilities

• 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.

On-Call Responsibility

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.

Supervisory Scope

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.

What You’ll Bring

• 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.

Work Environment & Physical Requirements

• This position operates in a professional office and clinic environment.
• Regularly required to sit, stand, walk, and use hands to operate a computer and other office equipment.
• Must be able to remain in a stationary position for extended periods while performing administrative and computer-based tasks.
• Occasionally required to lift or move items weighing up to 20 pounds (such as files, office supplies, or small equipment).
• Must have adequate visual acuity, hearing, and manual dexterity to perform essential job functions.
• May occasionally move between clinic and administrative areas and be exposed to a typical clinical setting.
• Expected to follow all NeighborHealth and OSHA safety policies and procedures, including maintaining a safe and ergonomic work environment

The pay range for this role is $99,840 - $153,920

EEO & Accommodation Statement:

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. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.