Overview:
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Leads the Communications Associate staff and the services they provide to the hospital and customers on a 24 hour, 7 day a week basis. Ensures the timely and quality delivery call processing and accurate communications between the hospital staff, community and medical offices Performs wide range of department duties including coordination of staff schedules, staffing adjustments to address vacancies and emergent events, maintaining safe and productive working environment and collaborates with Telecommunication Manager on resolving issues regarding system upgrades, outages and repairs
EEO/AA/Disability/Veteran
Responsibilities:

• 1. Schedule and lead the Operator Services staff ensuring appropriate staffing is present for all shifts. Coordinates coverage when scheduled staff is unable to fulfill their scheduled shift making certain the appropriate staff skill set is scheduled.
• 2. Monitor daily/weekly/monthly performance results for quality, productivity, and attendance. Maintains appropriate service levels, call transactions and call processing times.
• 3. Responsible for maintaining high quality service excellence to hospital employees and affiliated offices by ensuring all services are operational and staff providing support and services is quality driven, knowledgeable and customer service focused.
• 4. Maintains a safe, secure and productive working environment by ensuring support systems, office equipment, supplies and technology in the Switchboard are well maintained.
• 5. Responsible for promoting the Greenwich Hospital Service Excellence Program through coaching and mentoring staff and sustaining a collaborative, respectful and pleasant working environment.

Qualifications:

EDUCATION

High school graduate minimum, BA preferred in Telecommunications

EXPERIENCE

Two (2) to three (3) years in similar position including background in telecommunications services and supervision, familiar with similar systems and services

SPECIAL SKILLS

Advanced computer skills required with complete understanding of all supporting systems including but not limited to Amcom Application Suite and Contact Center Manager. Must have strong interpersonal skills, the ability to get along with people and willingness to learn about new technologies and systems.

PHYSICAL DEMAND

Sitting at console station the majority of the shift using a headset and computer for call processing. Must possess excellent hearing and have the ability to identify various audible alarms and alerts from supporting systems. Must also have excellent visual capabilities to easily identify various colors on computer screens, support alerting systems and alarms. Must also be agile and mobile to quickly interact with various technologies within the console room.