6J13
TELEPHONE SYSTEMS MANAGER

This is technical and administrative work managing municipal departmental telecommunications systems and call center networks. An employee in this class provides technical services to agency user representatives, which include compiling telephone usage, lines, voice mail and cellular telephone quantity and cost reports, preparing statistical telephone traffic reports, maintaining telephone equipment inventories, and composing a variety of reports customized to meet specific department needs. Contact with departmental representatives, city and court officials and representatives of telephone companies in order to fulfill departmental telephone needs through the administration of complex services is a significant aspect of the work. Employees in this class supervise a clerical staff. Work is performed under the general supervision of an administrative superior.

1. This work must be performed in the Communications Division of the City’s Public Property Department.
2. The position must manage telecommunications systems.
3. Only one position may be allocated to this class.

• Manages and maintains a computerized telephone cost accounting system; designs, prepares and distributes itemized detail call reports to all departments; develops operational plan for quality assurance audits to maintain system integrity and capabilities; prepares monthly and annual telephone cost accounting report; generates call center network reports for various City departments; prepares statistical, graphical and comparative reports, as needed, for the Division Director.
• Visits field sites to assist departments in defining and clarifying future needs and objectives; works with departments to perform cost analysis, determines appropriate process for controlling budgetary cost, identifies unauthorized or fraudulent call usage, and provides voice processing services.
• Analyzes telephone service orders to determine appropriate methods of modifying existing telephone records.
• Manages municipal telecommunication processing system programming and installation; meets with appropriate City officials to discuss configuration; designs applications to meet departmental requirements; provides vendors with the appropriate telecommunications specifications.
• Supervises clerical staff processing service requests and entering data; reviews work to ensure adherence to formats and procedures concerning data entry on the system; manages interaction and work assignments of communication consultants and vendor personnel.
• Provides operational support to switchboard supervision with the formatting of switchboard statistics, forms, traffic reports and operator performance reports.
• Monitors digital recording system equipment designed to record communication center personnel for quality assurance; records, monitors and archives to appropriate media.
• Responds to requests for information and/or services concerning telephone call collection or voice processing related issues.
• Performs related work as required.

KNOWLEDGE OF:
• the use and applications of a personal computer with emphasis on spreadsheet, database and word processing software
• computer-based telephone cost accounting systems
• the principles and techniques of voice processing technology
• record and inventory control procedures as they relate to automated systems
• the basic functions of cellular and telephone networks
• computer server system administration in the maintenance of telecommunication systems
• supervisory principles, practices and techniques
ABILITY TO:
• learn the structure, capacity and basic design of the City’s telephone network
• learn the structure and design of the City's voice mail network
• learn the structure, functions and operation of the City Intranet
• troubleshoot, diagnose and correct complex telecommunication problems
• maintain municipal standards for telephone usage and voice processing
• formulate strategies to achieve and maintain accuracy in telephone usage and equipment records
• express ideas effectively, both orally and in writing
• computerize telephone rates, tariffs and charges from established schedules
• supervise a clerical staff
• maintain effective working relationships with City officials, associates and representatives of vendors and communications companies
• install, configure and maintain software applications
• assess departmental telecommunication needs
• recommend, develop and implement telecommunication solutions
• coordinate telecommunications projects for various City departments

EDUCATION
• Education equivalent to completion of the twelfth school grade.

AND

Two years (60 credits) of coursework at an accredited college or university, or approved technical institute with major coursework in telecommunications, information systems, business administration, or a closely related field.

AND
GENERAL EXPERIENCE
• Two years of experience administering a call center network or equivalent telecommunication system for a large governmental or business entity.
AND
SPECIFIC EXPERIENCE
• Two years of telecommunications experience, which has included responsibility for analysis of a telephone network and coordination of services designed to meet user needs.

OR

Any equivalent combination of education and experience which has been determined to be acceptable by the Personnel Department that has included the specific experience described above.

PHYSICAL AND MEDICAL REQUIREMENTS

• Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.