Telecommunications Supervisor, Telecommunications

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Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. We are also proud to be named one of Greater Toronto’s Top Employers for 2022! Learn more at shn.ca

FOR EXTERNAL APPLICANTS ONLY: As a condition of employment, you are required to submit proof of full COVID-19 vaccination status to the Hospital’s Workplace Health and Safety department.

The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

The Telecommunications Supervisor will support the optimal delivery of 24-hour telecommunication services across SHN hospitals (locating, switchboard, pager/mobile devices, telephone system, system reporting, queue management) and maintenance of peak performance of the telephony system for the organization to enable timely and effortless communication; service and operational excellence; and provide technical and operational leadership and acting as a resource for all corporate telecommunication requirements.

• Assign work and provide direct supervision and work with the manager for development support to assigned team of Telecom Operators.
• Operational and system support, monitor telephone system usage and staff utilization in relation to the call volumes
• Monitor and maintain the operability of the Telephony system, manage and maintain mobile / paging device inventory, assign in-house and long-range pagers to new users, assign and manage long distance codes
• Manage call detail recording and billing systems, generate call reports for department leaders
• Process department SAP requests, review vendor invoices
• Prepare monthly operational and ad-hoc reports and data analysis
• Customer Service and Technical Support; Generate, investigate and coordinate resolution of Telecom Service tickets, investigate telecom-related complaints
• Other duties as assigned

• Diploma in Information Services / Computer Science, Business Administration or equivalent qualification
• Accredited telecommunications training preferred
• Telecommunication Specialist Certification from an accredited training facility preferred
• Previous supervisory experience
• Proficiency in Microsoft Office Suite
• Comprehensive knowledge of Telecommunication Standards and working knowledge of telephony infrastructure
• Demonstrated ability to plan, organize, control, schedule and coordinate multiple complex activities
• Knowledge of relevant telecommunication applications and Canadian mobile carrier plans
• Experience in conflict resolution and negotiation skills
• Excellent written and verbal communication skills
• Excellent sound judgment and decision-making skills
• Strong analytical, problem-solving, organizational and administrative skills
• Strong research and investigative skills
• Demonstrated focus on internal/external customer service and partnerships
• Demonstrates values consistent with SHN′s Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy and legislation.
• Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community
• Excellent work performance and attendance record

• Ability to speak another language

Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

Learn more about our exciting opportunities by following SHNCareers on Twitter and on Instagram.