Supervise switchboard operators, ensure coverage, train staff, monitor call quality, manage schedules, and oversee compliance with regulations.
Key Responsibilities
- Supervise and coordinate switchboard operators across all shifts
- Ensure 24/7 staffing coverage, including holidays
- Train, mentor, and evaluate operator performance
- Monitor call handling quality and response times
- Serve as point of contact for operational issues
- Ensure proper handling of emergency communications
- Maintain staffing schedules and coverage plans
- Communicate with VA leadership and Contracting Officer Representative (COR)
- Ensure compliance with HIPAA, privacy, and security policies
- Minimum 1 year supervisory experience (required)
- Experience in:
- Switchboard or call center operations
- Healthcare environment (preferred)
- Strong leadership, communication, and problem-solving skills
- Ability to manage staffing, scheduling, and training
- Ability to work flexible hours across all shifts
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