Telecommunications Manager

4 weeks ago

Mississauga, Ontario, Canada Bayshore HealthCare Full time

Job Title: Manager, Enterprise Telecom Services

Job Summary:

Bayshore HealthCare is a leading provider of home and community health care services, and we are seeking a highly skilled Manager, Enterprise Telecom Services to join our team. As a key member of our organization, you will play a vital role in ensuring our telecommunication systems are robust, reliable, and aligned with the needs of our healthcare services.

Key Responsibilities:

  • Oversee and manage the organization's Virtual Call Center and telecommunication systems, including VoIP technologies, Legacy Fax and eFax services, and mobile device management.
  • Lead a team of telecommunication professionals, providing leadership, coaching, and performance management.
  • Design and implement contact center campaigns for business units, ensuring reliable and effective call management, call routing, agent workflows, and customer experiences.
  • Work directly with Branch Services Team to align requests for phone lines, fax lines.
  • Maintain ongoing proactive working relationships with Bayshore business partners understanding their call flow and campaign requirements.
  • Keep a strong working relationship with Bayshore telecommunications and virtual call center vendors.
  • Proactively review and maintain the design of all contact center deployments, ensuring ongoing alignment with evolving business requirements.
  • Responsible for maintaining articles related to all aspects of virtual contact center user processes, and procedures.
  • Develop and execute strategic plans for telecommunication services, ensuring alignment with organizational goals and requirements.
  • Collaborate with IT teams, department heads, and external vendors to design and implement telecommunication solutions that enhance communication capabilities.
  • Ensure compliance with regulatory requirements and adherence to security best practices in telecommunication systems.
  • Monitor and analyze telecommunication performance metrics, identifying trends and areas of improvement and implementing necessary enhancements.
  • Stay updated on emerging telecommunication technologies and trends, evaluating their potential benefits and recommending appropriate adoption strategies.
  • Provide leadership and support during telecommunication-related incidents, troubleshooting issues, and ensuring timely resolution.
  • Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
  • Train and mentor junior staff members in the department.
  • Test and implement voice services.
  • Work on process improvement and improved efficiencies.
  • Monitor and identify capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems.

Requirements:

  • University degree in the field of telecommunications or computer science and/or 10 years equivalent work experience in a similar capacity.
  • 5 years' experience in the management and administration of Call Center platforms with preference given to candidates with Virtual (Cloud) Contact Centers and a stronger preference to experience with Five9 VCC.
  • 10+ years of experience working in the telecommunication or IT industry.
  • 3-5 years of experience in a management or team leadership role.
  • Working technical knowledge of Windows and Windows Server as well as working knowledge of using APIs and Windows PowerShell.

Working at Bayshore HealthCare:

Bayshore HealthCare is a Canadian-owned company and a Platinum member of Canada's Best Managed Companies Program every year since 2006. We are proud to showcase our achievement and commitment to excellence in the healthcare industry.

Why Join Us:

As a Manager, Enterprise Telecom Services at Bayshore HealthCare, you will have the opportunity to work with a talented team of professionals, contribute to the success of our organization, and develop your skills and expertise in the field of telecommunications.

How to Apply:

Interested candidates should submit their application, including their resume and cover letter, to [insert contact information].

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