The Lead Telecommunications Operator is responsible for supporting the Switchboard Supervisor in overseeing the daily operations of the hospital's telecommunications services. In the switchboard supervisor's absence, the lead operator will serve as the primary point of contact, ensuring efficient and effective communication services are maintained throughout the facility. This role requires a strong understanding of telecommunications systems, excellent communication skills, and the ability to lead and manage a team of operators. Essential Duties and Responsibilities These duties and responsibilities described below represent the general tasks performed on a daily basis; other tasks may be assigned. + Operational Leadership: + As necessary\requested, assist the Switchboard Supervisor in managing the day-to-day operations of the telecommunications department. + Act as the department lead in the absence of the Switchboard Supervisor, ensuring all communication services are running smoothly. + Provide guidance and support to telecommunications operators, addressing issues and escalating them as necessary. + System Management: + Monitor telecommunications systems to ensure optimal performance and promptly address any malfunctions or downtime. + Coordinate with IT, Telecommunication vendors, and other relevant departments to resolve technical issues affecting the switchboard operations + Participate in testing and implementation of new telecommunications systems and updates. + Staff Training and Development: + Assist in training new telecommunications operators and providing ongoing training to existing staff. + Evaluate operator performance and provide feedback to the Switchboard Supervisor for improvement. + + Lead by example in providing high-quality customer service and maintaining a professional demeanor. + Emergency Response: + Coordinate emergency communications during critical incidents, ensuring that all emergency procedures are followed. + Serve as a liaison between the telecommunications department and other hospital departments during emergencies. + Administrative Duties: + Assist in scheduling shifts and managing operator coverage to ensure the switchboard is staffed at all times. + Maintain records of telecommunication operations and prepare reports as requested by the Switchboard Supervisor. + Assist with the creation and updating of department policies and procedures. + Assist with the department’s payroll process in the absence of the Supervisor. + Supervisory Responsibilities Reports to: Switchboard/PBX Supervisor Supervises: Telecommunication Operators as needed in the absence of the Switchboard Supervisor. Responsibilities: Supports Communications Operators and generates progress reports referencing department statistics and employee reviews Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience Minimum Required Education: High school diploma or equivalent Preferred Education: Associate degree in communications, IT, or a related field preferred. Experience: + Minimum of 3 years of experience in a fast-paced telecommunications role, preferably within a healthcare setting. + Previous leadership or supervisory experience is a plus. Certificates, Licenses, Registrations There are no certifications/licensures required for this position.