POSITION TITLE: Telecommunications Supervisor

DEPARTMENT: IT Telecommunications

LOCATION: Eastern Operations Center in Parsippany, NJ

JOB SUMMARY: Reports directly to the Director of the Telecommunication’s Group.  Works under general supervision to evaluate, design, implement, and support existing and new voice telecommunications systems and services in the Operation’s Centers and the remote field offices.  Prepares detailed specifications, flowcharts, diagrams, and documentation for telecommunications systems.  Monitors the operation of telecommunications systems and interfaces with vendors as needed.  Supervises four Voice Analyst’s in their daily activities.  Over see’s work flow within the group and provides recommendations as needed for improvement.

ESSENTIAL FUNCTIONS:

·          The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

·          All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

·          Associates are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.

·          In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Associates are required to notify superiors upon becoming aware of unsafe working conditions.

·          All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

1.        Supervise four Voice Analyst’s in EOC/WOC

2.        Monitor workflow and delegate tasks and projects within the group

3.        Write and administer annual reviews

4.        Execute Help Desk tickets as needed in support of all voice requirements for the Operations’ Centers and remote field offices

5.        Interface with telephone service providers, equipment and wiring vendors, track installations, and ensure voice network is performing optimally

6.        Prepare, monitor, and manage project plans

7.        Make sure documentation for all Securitas voice systems is up to date

8.        Optimize telephone service to improve efficiency and reduce cost for the Operations’ Centers and  Securitas field offices nationally

9.        Support the Operations’ Centers telephone systems wiring and programming requirements

10.     Provide support for the National Communication’s Center, Canadian National Communication’s Center and the Help Desk.  All three are 7X24 complex call centers utilizing an Interactive Intelligence (I3) VoIP server based telephone system in a CRM and IVR environment

11.     Provide support and training for end users as needed on voicemail and telephone features

12.     Be able to support and coordinate field office moves and consolidations from a Telecommunication’s aspect assuring timeliness and no business interruptions

13.     Monitor centrally managed Telecommunication’s systems in the Operation’s Center and pro-actively address issues

14.     Manage Voice on-call support on a rotating basis

15.     Perform additional duties as assigned by management.

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

·          Related experience in the Telecommunication’s industry

·          Prior experience in a support related environment

·          Prior experience at a first level management position

·          Experience with Avaya based phone switches and related products

·          Experience with all types of telephone services offered by LEC’s and LD companies

·          Experience with voicemail systems

·          Familiarity with voice call accounting systems

·          Familiarity with wiring for voice and data requirements

·          Ability to write technical documentation

·          Ability to function as an effective team leader

·          Familiarity with VoIP and server based IP PBX’s a plus

Education/Experience:

Bachelor’s Degree or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.

Competencies (as demonstrated through experience, training, and/or testing):

·          Good organizational skills

·          Excellent verbal, written and executive presentation skills.

·          Strong customer service and results orientation.

·          Ability to interact effectively at all levels and across diverse cultures.

·          Ability to use effectively standard office applications software.

·          Demonstrated energy, drive, determination and persistence to achieve goals.

·          Ability to present information effectively and respond to challenging questions from groups of managers, customers, and prospects.

·          Ability to carry out multiple assignments concurrently.

·          Ability to adapt to changes in the external environment and organization.

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:

·          Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results.

·          Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.

·          Handling and being exposed to sensitive and confidential information.

·          Required ability to handle multiple tasks concurrently.

·          Regular use of vehicle required in the performance of duties.

·          Regular talking and hearing.

·          Close vision, distance vision, and ability to adjust focus.

·          Working at a computer terminal 90% of the day.

·          Occasional local and regional/national travel for presentations, meetings, and visits.

·          Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds.

**EOE/AA M/F/D/V

Please Note: Internal applicants must first notify their immediate supervisor before forwarding their resume.

Interested and qualified applicants, please forward your resumes, salary history, and salary requirements for consideration via email, fax, or mail. You may also apply online directly at www.securitasjobs.com.
EMAIL: employment@securitasinc.com
FAX: (973) 397-6641
MAIL: Securitas Security Services USA, Inc.
Attn: EOC Human Resources
2 Campus Drive
Parsippany, NJ 07054
Ref Code: EOC IT TS  02