Telecommunications Manager

2 weeks ago

Mississauga, Ontario, Canada Bayshore HealthCare Full time

Job Description

Bayshore HealthCare is a leading provider of home and community health care services and a Canadian-owned company. As a Platinum member of Canada's Best Managed Companies Program since 2006, Bayshore HealthCare showcases its commitment to excellence. In 2015, the company achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore HealthCare is also featured on Canada's Best Employers Forbes 2023 list.

The Telecommunications Manager plays a vital role in ensuring the organization's telecommunication systems are robust, reliable, and aligned with the needs of its healthcare services. This includes leading a team of telecom professionals, providing mentoring, technical expertise, and operational support. Collaborating closely with various stakeholders, including IT teams, department heads, and external vendors.

This role involves deployment, operational hands-on management, and ongoing support of the various infrastructure technologies required to deliver Virtual Call Center and Telecommunications. Specifically, Corporate phone systems and Mobile device management. The Telecommunications Manager will be responsible for providing 2nd level and/or 3rd level support, including technical guidance to IT teams and users as required. This position will join a team responsible for compute, storage, and cloud infrastructure, telephony systems, call center platforms, including datacenter network and branch office connectivity.

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, including capturing call flows, IVR scripts, and other relevant information.
  • 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.

Reporting Relationships

The Telecommunications Manager reports directly to the Sr. Manager, Enterprise Network Services.

Qualifications

Education

  • University degree in the field of telecommunications or computer science and/or 10 years equivalent work experience in a similar capacity.

Experience

  • 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.

Skills and Abilities

  • Exceptional critical thinking, analysis, and problem-solving skills.
  • Highly service-oriented, with excellent oral and interpersonal communication skills.
  • Outstanding writing and documentation skills.
  • Ability to communicate ideas in both technical and user-friendly language.
  • Able to conduct independent research into IT security issues and products.
  • Highly self-motivated and directed, with keen attention to detail.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Knowledge of Canadian and healthcare data privacy practices and laws.

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