Supervisor - Telecommunications

Position Objective:

Team level supervision with operational responsibilities that shall proactively and sensitively develop the team and team members in manners that contribute to the Luminis Health brand, RISE values, and team wellbeing. Position will still be expected to perform Systems Analyst Senior, II or III duties for up to 80% of the time.

This position has authority to perform supervisory duties including but not limited to hiring, evaluating performance, issuing final disciplinary actions under the review of Human Resources, and recommending discharge in collaboration with members of management and Human Resources. 

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Direct report management, recruitment, selection and termination along with responsibility for staff performance reviews. 
2. Thoughtfully works with Telecommunication customers and leadership to resolve issues; including competing demands, cross-group conflict, and sensitive scenarios.
3. Collaborates with team to develop and assign team member tasks, develop and complete projects, communicate team progress, and coordinate team coverage.
4. Works closely with Telecom manager on quality assurance and customer satisfaction to assure that end user needs are met and quality control is enhanced.
5. Works closely with IS Help Desk, Network, Analyst and other subject matter experts as needed.
6. The supervisor will monitor each individual’s performance metrics against industry standards. Proactively grows the talent, including collaboratively constructing performance goals, objectives, development plans, and giving ongoing constructive feedback. 
7. Actively develops organizational knowledge through active development of knowledge bases, policy contribution, and documented process development.
8. Prepare reports and analyze data to assist management as they develop goals. 
9. Perform tasks and functions that would be considered appropriate for a Senior Operator.  Assist in developing best practice for difficult calls and use of current and future software.

Educational/Experience Requirements:

Required Minimum Education. The minimum level of education for this position includes

High school diploma is required.  Management education/experience is preferred.

4 Call center, customer service, or supervisory experience is required.

Strong working knowledge of technology, especially computer systems, software applications and analyst tools is required.

Required License/Certifications:

Knowledge, Skills, Abilities:

Excellent problem solving, leadership and customer service skills.

Exceptional verbal and written communication skills.

Technical knowledge and skills related to areas of responsibly and supervision considered a plus. 

Ability to understand, diagnose and resolve team conflicts and de-escalate minor issues as they occur.

Ability to remain calm and courteous under pressure and navigate tense situations.

Working Conditions, Equipment, Physical Demands:

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

There is reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.