Job Description

Switchboard Supervisor (Program Manager)

Location: James J. Peters VA Medical Center – Bronx, NY
Position Type: Full-Time

Essential Duties & Responsibilities

👥 Staff Supervision & Management

• Supervise 8 operators providing 24-hour coverage.

• Develop work schedules to meet peak telephone demands.

• Ensure proper staffing for all shifts, weekends, and holidays.

• Maintain updated personnel rosters.

• Remove or replace personnel when directed by the Government.

• Ensure all employees complete required training.

📊 Contract & Quality Oversight

• Develop and implement a Quality Control Plan.

• Conduct inspections of services and document corrective actions.

• Maintain inspection and deficiency records.

• Attend monthly performance meetings with COR.

• Respond to staffing or operational issues within one hour.

📘 Training & Compliance

• Ensure all personnel complete orientation and OJT.

• Provide ongoing telecommunications and emergency procedure training.

• Ensure compliance with:

  • Privacy Act

  • VA directives

  • FAR contract clauses

  • Safety and OSHA standards

Qualifications

• Minimum 1–3 years supervisory experience in telecommunications, call center, or hospital switchboard environment.

• Experience managing staff schedules and performance standards.

• Knowledge of telecommunications systems and emergency code protocols.

• Strong leadership, communication, and organizational skills.

• Ability to manage operations in a high-pressure medical environment.

• Must demonstrate ability to train, direct, and discipline staff.