24/7 Telephone Operations Supervisor

Innovation At Work Inc; Kansas City (MO); On-site; USD 52,000 - 68,000; Full time

Job summary

Innovation At Work Inc. seeks an experienced Telephone Operator Supervisor to oversee 24-hour telephone and telecommunications support services at the Kansas City VA Medical Center. The role includes managing daily operations, staff performance, scheduling, timekeeping, training, quality control, and government compliance.

You may perform operator duties when needed to ensure coverage. Essential duties cover supervision across shifts, staffing, reporting, coaching, and coordination with VA

Qualifications

• High school diploma or equivalent required.
• At least two years of call-center, switchboard, telephone-operator, or customer-service experience.
• Previous supervisory, team-lead, or project-management experience strongly preferred.
• Experience managing a 24/7 workforce or multiple-shift operation preferred.
• Knowledge of medical terminology sufficient to route calls accurately.
• Proficiency with Microsoft Outlook, Word, Excel, and electronic reporting systems.
• Ability to prepare schedules, monitor timekeeping, document performance, and produce accurate reports.
• Strong leadership, communication, organization, and conflict-resolution skills.
• Ability to communicate clearly and professionally in English.
• Ability to remain calm and make sound decisions during emergencies and high-call-volume periods.
• Ability to perform telephone operator duties and learn VA telephone, paging, alarm, and emergency-notification systems.

Responsibilities

• Serve as the primary on-site representative for Innovation At Work, Inc.
• Supervise telephone operators assigned to day, evening, midnight, weekend, and federal-holiday tours.
• Prepare and maintain staffing, vacation, weekend, holiday, and relief schedules.
• Ensure all shifts meet the minimum staffing levels required by the contract.
• Monitor employee attendance, punctuality, callouts, overtime, and schedule changes.
• Arrange immediate coverage for absences, vacancies, emergencies, and increased workloads.
• Train and coach employees on VA procedures, emergency communications, customer service, privacy, security, and telephone-system operations.
• Monitor employee performance and address deficiencies through coaching, corrective action, and retraining.
• Ensure incoming calls are answered professionally, accurately, and promptly.
• Monitor compliance with performance standards: speed of answer ≤10s, no call ringing >30s, abandonment rate <5%.
• Review call reports, staffing records, quality-control data, and performance trends.
• Maintain schedules, rosters, attendance, training, incident, and other required documentation.
• Coordinate with the Contracting Officer, COR, VA representatives, and IAW management.
• Support emergency calls, alarms, codes, disaster notifications, paging requests, and other urgent communications.
• Ensure employees remain at posts until properly relieved during emergencies.
• Protect information per HIPAA, privacy, information-security, and VA requirements.
• Maintain a professional, orderly, customer-focused work environment.
• Complete additional duties to ensure contract success.

Skills

Leadership

Communication

Organization

Conflict resolution

Timekeeping

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Electronic reporting systems

Job description

Innovation At Work Inc. seeks an experienced Telephone Operator Supervisor to oversee 24-hour telephone and telecommunications support services at the Kansas City VA Medical Center. The role includes managing daily operations, staff performance, scheduling, timekeeping, training, quality control, and government compliance.

You may perform operator duties when needed to ensure coverage. Essential duties cover supervision across shifts, staffing, reporting, coaching, and coordination with VA