Supervise daily hospital switchboard operations, oversee telephone operators, create and maintain staffing schedules across shifts, train and support communications personnel, monitor call handling and customer service standards, assist with complex or emergency calls, maintain operational logs, and coordinate with facility management on staffing and performance.
Description
Innovation At Work, Inc. is seeking an experienced Switchboard Supervisor to support hospital communications operations at a federal medical facility. The Supervisor will oversee daily switchboard operations and ensure reliable, professional telephone services for patients, visitors, and medical staff.
The Supervisor will coordinate staff scheduling, provide operational guidance to telephone operators, and ensure communications services are delivered efficiently across multiple shifts. This position requires strong leadership, communication skills, and the ability to work in a fast-paced healthcare environment.
Key Responsibilities include:
- Supervise daily operations of hospital switchboard communications services
- Oversee telephone operators responsible for answering and routing incoming calls
- Develop and maintain staff schedules to ensure continuous operational coverage
- Provide training, guidance, and support to communications personnel
- Monitor call handling performance and customer service standards
- Assist operators in resolving complex calls or service issues
- Ensure emergency and priority calls are handled promptly and correctly
- Maintain operational logs and communicate with facility staff regarding telecommunications issues
- Support management with staffing coordination and performance monitoring
Requirements
- High school diploma or equivalent required; associate or bachelor's degree preferred
- Minimum 2 years of supervisory or team lead experience in a call center, telecommunications, or customer service environment
- Experience working in healthcare communications, hospital switchboard operations, or similar environments preferred
- Ability to manage and coordinate staff across multiple shifts
- Strong communication and leadership skills
- Ability to work under pressure and handle urgent communications situations
- Professional demeanor when interacting with patients, visitors, and medical personnel
- Basic computer proficiency including Microsoft Office
- Ability to obtain and maintain required facility clearances and training
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