Switchboard Supervisor / Telephone Operator

Innovation At Work, Inc. (IAW) is seeking an experienced Switchboard Supervisor/Telephone Operator to support the Miami VA Medical Center / Miami VA Healthcare System. This is a working supervisor position that assists with daily supervision of the IAW switchboard team while also performing Telephone Operator duties as operational needs require.

Responsibilities

• Oversee daily switchboard operations in accordance with IAW policies, VA requirements, government protocols, and contract requirements.
• Perform regular Telephone Operator duties, including answering and processing incoming calls.
• Work alongside Telephone Operators to assist with call volume, staffing shortages, call-outs, breaks, emergencies, and other operational needs.
• Answer operator-assisted calls promptly and accurately, routing callers to the appropriate VA department, service, employee, or extension.
• Provide professional and courteous service to Veterans, patients, VA employees, visitors, and the general public.
• Handle emergency and priority communications, including STEMI, telephone alarms, fire alarms, stroke alerts, and suicide crisis calls.
• Operate and support the VA paging system and other telecommunications equipment.
• Communicate emergency situations to VA Police and Security personnel as required.
• Maintain required operator and unusual-incident logs, ensuring significant events are properly documented.
• Monitor employee attendance, professionalism, timekeeping compliance, and quality control.
• Ensure adequate staffing and adherence to IAW policies and VA procedures.

Requirements

• Experience in switchboard operations or a related telecommunications role.
• Ability to perform supervisory duties while also handling Telephone Operator responsibilities.
• Knowledge of VA procedures, government protocols, and contract requirements.
• Strong communication and customer service skills.
• Ability to handle emergency and high-priority situations professionally.

Schedule

This position supports switchboard operations seven days per week, including weekends and holidays.