Job Description

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

Qualifications

• 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