Call Center Manager

POSITION SUMMARY/RESPONSIBILITIES

Assists with planning, design, installation, billing, and maintenance of phones, overhead systems, and pagers. Works with the networking team to coordinate telecommunications systems capabilities and prepares activity and progress reports. Maintains knowledge and experience in Everbridge, ARC, and ECHO software systems. Analytical skills required to oversee and organize the work of others, and to develop and administer sound policies, procedures, budgets, and multidisciplinary practices. Creates protocols and training on emergency call/dispatch and demonstrated competence in area of expertise. Provides supervision and training for designated personnel. Serves as a representative in departmental, hospital and community task forces, committees, quality teams and advisory groups as appropriate.

EDUCATION/EXPERIENCE

Associate’s degree is required. May substitute a high school diploma and progressively responsible experience in a related field for degree. Five years of experience as an operator on a multi-position switchboard and familiarity with radio paging systems is required, two years of which must be in a hospital or related health care. Two years experience with network systems such as Avaya, Cisco, and overhead paging systems required. Six months experience with IDX patient census software is preferred. One year experience with Windows Office is preferred. Six months experience with MIR3 electronic notification system and/or a physician on-call system is preferred.