Supervisor/ Lead Operator VA Switchboard Operator

Telephone Services SupervisorLocation: Michael J. Crescenz VA Medical Center3900 Woodland Avenue, Philadelphia, PA 19104Position 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 terminology Supervise daily telephone operator operations across all shifts/ scheduling and timecard audits for payroll Prepare and manage schedules, rotations, and leave coverage Ensure continuous coverage during absences and emergencies Train and onboard new operators Monitor call handling quality and performance Address performance issues and correct deficiencies Maintain personnel rosters and compliance documentation Serve as liaison with VA Point of Contact Ensure HIPAA, VA policy, and security compliance Support quality assurance and performance reviews Perform operator duties as neededRequirements High school associate's degree preferred 3+ years of call center or telecommunications experience Prior supervisory or lead experience preferred Medical or hospital call center experience preferred Strong leadership and organizational skills Ability to obtain and maintain VA security clearance Proficiency with Microsoft OfficeWork Environment: On-site medical facility Rotating shifts as operationally required Supervisory responsibility in a mission-critical environment