CITY OF PHILADELPHIA PERSONNEL DEPARTMENT

6J11
TELECOMMUNICATIONS SERVICES SUPERVISOR

Specialties
( Telephone ) (Voicemail )

GENERAL DEFINITION

This is supervisory telecommunications operations work in a municipal communications center. An employee in this class supervises, through subordinate shift supervisors, all telephone operators engaged in operating the City's central telephone system or manages, through contracted vendors, the programming and installation of the City's voice mail processing system. Work includes assigning, scheduling and reviewing the work of subordinates engaged in operating the City's central telephone system or designing voice mail applications and updating departmental voicemail system. Work is performed under the direction of a technical superior.

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)

Positions must be allocated in the Department of Public Property.
Only one position will be allocated to each specialty in this class.
Position must supervise, through subordinate shift supervisors, a large staff of telephone operators engaged in operating the City's central telephone system or manage, through contracted vendors, the programming and installation of the City's voice mail processing system.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

Telephone Specialty

Assigns, schedules, and reviews, through subordinate shift supervisors, the work of a large group of telephone console operators who respond to calls on an around-the-clock basis; directs subordinate supervisors to update and make changes to extension number, beeper number and other data files; makes reassignments for and directs procedures for distributing critical information and handling calls during city emergencies; prepares subordinate supervisors to handle calls resulting from special events; schedules the working hours of operators and supervisors; sees that operators are providing rapid and accurate service; assists operators in answering questions by monitoring in-progress calls; ensures quality assurance by reviewing recorded audio tapes for the Communications Center.
Instructs new employees in the operation of a computer-based integrated call processing console and directory system; stores and maintains detailed emergency and contact information in a secondary database for the console attendants; monitors system periodically to check on efficiency of operations; receives complaints about telephone service and takes measures to eliminate their cause.
Prepares reports on call volume from the computer-based integrated call processing console and directory system; analyzes productivity levels and call volume; reconfigures Communication Center Operators staffing levels as necessary.
Serves as the point of contact for senior officials within the City such as the Mayor, the Chief of staff, and the Managing Director for emergency contacts, private third party connections and instructions for media in any emergency event.
Directs the Communications Center Operators in the procedures for handling emergency level calls such as Emergency Notification Process for Code Red/Blue, Mental Health hotline and the need for social service interventions.
Maintains records of all long-distance and toll calls and of action taken during fires and other emergencies.
Performs related work as required.

Voicemail Specialty

Manages contracted vendors performing programming and installation of the city's voice mail system; programs, designs and modifies the City's voice mail (Octel) system; programs new departmental requests; determines voice mail integration with Automatic Call Distributor (ACD) applications; provides departments with cost analysis; updates the system, adding new employees and departments and making changes to telephone numbers; monitors system performance; develops and provides new reports; conducts system tests; works with vendors to develop new reports and/or to alter system capabilities.
Oversees vendor performance in large projects such as departmental relocation or reorganization; reviews vendor contracts/maintenance agreements; prepares project specifications; develops project time line and cost estimates; works with vendors to resolve project issues; ensures that work performed meets system specifications.
Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS AND ABILITIES

KNOWLEDGE OF:

the operation of a computer-based integrated call processing console/directory system and installation for the Telephone specialty
operations and facilities of City departments that must be contacted or services that are secured through the communications center for the Telephone specialty
the structure of the City's voice mail network for the Voice mail specialty
the principles and techniques of voice processing and programming for the Voice mail specialty
Contract management for the Voicemail specialty
proper record and inventory control procedures in a computer based environment.
Report preparation
supervisory methods and techniques
telecommunications systems, services and equipment, including associated computer software
the use and application of telecommunications systems and equipment, including associated computer software

SKILL IN:

the operation of a computer-based integrated call processing console/directory system for the Telephone specialty
effectively and politely communicating information and referral services to the general public for the Telephone specialty
Programming a voicemail system for the Voicemail specialty

ABILITY TO:

secure the accurate and efficient operation of a large computer-based integrated call processing console/directory system for the Telephone specialty
program, design, modify and manage a complex voice processing system for the Voice mail specialty
speak clearly and distinctly for both specialties
plan standard operating procedures and to consult with subordinates/associates on complex operating problems for both specialties
Prepare a variety of reports on operations and costs
understand and follow oral and written instructions for both specialties
establish and maintain effective working relationships with associates and telephone users

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 4/02.)

EDUCATION

Education equivalent to completion of the twelfth school grade.

AND

GENERAL EXPERIENCE

Telephone Specialty

Two years of experience in the operation of a multiple-position telephone switchboard or a computer-based integrated call processing console/directory system.

Voicemail Specialty

Two years of telecommunications services experience in a large telephone network environment.

AND

SPECIFIC EXPERIENCE

Telephone Specialty

Two years of experience supervising, on an assigned shift, a large central switchboard or telephone console system, serving a number of large agencies or supervision of the operation of a switchboard or telephone console system in a large institution.

Voicemail Specialty

Two years of advanced clerical telecommunications service experience in the Communications Division of Public Property, which has involved use of the City's voicemail applications and/or programming on a voicemail system.

Any equivalent combination of education and experience 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.

PAY RANGE: EP12

Class Established: 3/53

Spec. Revision:
CSC: 2/02, Ad Board: 4/02

CO/sb

END OF JOB CLASS SPECIFICATION - 6J11

6J11TELECOMMUNICATIONS SERVICES SUPERVISOR

6J11
TELECOMMUNICATIONS SERVICES SUPERVISOR