Switchboard Operator Supervisor

About the Role

Innovation At Work, Inc. is seeking an experienced Switchboard Supervisor/Telephone Operator to support the Erie VA Medical Center. This is a working supervisor position, overseeing the daily operations and performance of the IAW switchboard team while also performing the duties of a Telephone Operator, including answering and processing calls as operational needs require.

Responsibilities

• Oversee daily switchboard operations in accordance with IAW company policies, VA requirements, government protocols, and contract requirements.
• Answer and process incoming and outgoing telephone calls as part of regular duties.
• Work alongside Telephone Operators to assist with call volume, staffing shortages, call-outs, breaks, emergencies, and other operational needs.
• Route calls accurately to the appropriate VA departments, programs, personnel, and locations.
• Provide professional customer service to Veterans, patients, VA employees, and the public, including handling difficult, abusive, threatening, or distraught callers.
• Operate the VA telephone system, paging system, alarm systems, and emergency communications equipment as required.
• Respond appropriately to emergency calls, alarms, emergency codes, fires, disasters, and other urgent communications.
• Monitor employee performance, attendance, professionalism, productivity, and compliance with established procedures.
• Ensure contractual goals are met by monitoring service quality, call handling, staffing, response requirements, and other performance standards.
• Review and audit employee timecards, monitor hours worked, call-outs, lateness, leave, overtime, and schedule compliance.
• Prepare and maintain employee work and vacation schedules, ensuring adequate coverage for all required tours.
• Train and provide guidance to subordinate employees, identify and correct performance or operational deficiencies, and maintain workplace discipline.
• Communicate staffing, performance, timekeeping, and operational issues to IAW corporate management.
• Assist with quality-control activities and ensure the team is prepared for VA performance reviews.

Requirements

• High school diploma or equivalent.
• Minimum 2-4 years of call center experience.
• Previous supervisory, team lead, or management experience preferred.
• Knowledge and understanding of medical terminology.
• Strong leadership, communication, scheduling, and employee-management skills.
• Strong customer-service skills.
• Ability to supervise employees while actively performing telephone operator duties.
• Ability to remain calm and respond appropriately during emergencies.
• Working knowledge of Microsoft Outlook, Excel, Word, and Teams.
• Ability to meet all VA security, training, health, privacy, and credentialing requirements.