Job Description

The Switchboard Operator Lead is responsible for answering and routing incoming calls in a courteous and efficient manner while providing leadership and support to the switchboard team. This role ensures consistent coverage, supports training and scheduling, and helps maintain operational readiness during routine and emergency situations. The Switchboard Operator Lead also monitors emergency systems, responds to alerts, and assists in maintaining service excellence in all telecommunications-related functions.

Essential Functions

• Answers incoming calls promptly, professionally, and accurately, determining caller needs and directing calls to the appropriate departments or individuals.
• Provides general information to patients, families, and staff in a courteous and respectful manner.
• Leads and supports switchboard operators, assisting with day-to-day questions, prioritizing workflows, and overseeing call center operations.
• Participates in the training of new switchboard staff and monitors performance to ensure adherence to policies and standards.
• Assists with scheduling and ensures adequate staffing coverage for the department.
• Monitors emergency alarms and responds to alerts or codes according to established protocols.
• Maintains detailed knowledge of facility departments, contact information, and communication protocols.
• Escalates operational or technical issues to management as appropriate.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• 1-3 years of experience in a switchboard, telecommunications, or customer service role required

Knowledge, Skills and Abilities

• Strong communication and customer service skills with the ability to remain calm and professional under pressure.
• Ability to operate multi-line telephone systems and communication equipment effectively.
• Familiarity with hospital codes, emergency procedures, and paging systems.
• High attention to detail and ability to multitask in a fast-paced environment.
• Ability to maintain confidentiality and use discretion when handling sensitive information.
• Strong organizational and problem-solving skills.
• Ability to support, coach, and coordinate the work of other team members.
• Comfortable sitting for extended periods and wearing a headset during shift.