Supervisor/ Lead Operator VA Switchboard Operator

Position Summary: The Telephone Services Supervisor provides leadership and operational oversight for a 24/7 switchboard operation. This role ensures staffing continuity, quality performance, and compliance with VA contract requirements.

Essential Duties and Responsibilities: Must have knowledge and understanding of medical terminologySupervise daily telephone operator operations across all shifts/ scheduling and timecard audits for payrollPrepare and manage schedules, rotations, and leave coverageEnsure continuous coverage during absences and emergenciesTrain and onboard new operatorsMonitor call handling quality and performanceAddress performance issues and correct deficienciesMaintain personnel rosters and compliance documentationServe as liaison with VA Point of ContactEnsure HIPAA, VA policy, and security complianceSupport quality assurance and performance reviewsPerform operator duties as neededRequirementsHigh school associate's degree preferred 3+ years of call center or telecommunications experiencePrior supervisory or lead experience preferredMedical or hospital call center experience preferredStrong leadership and organizational skillsAbility to obtain and maintain VA security clearanceProficiency with Microsoft OfficeWork Environment: On-site medical facility Rotating shifts as operationally required Supervisory responsibility in a mission-critical environment