Philadelphia, PA (On-Site – VA Medical Center) SUPERVISOR / LEAD OPERATOR

Iaw, Inc.; Philadelphia (Philadelphia County); On-site; USD 50,000 - 70,000; Full time

Job summary

A healthcare service provider is seeking a Telephone Services Supervisor in Philadelphia to oversee a 24/7 switchboard operation. Responsibilities include supervising staff, managing schedules, and ensuring compliance with VA policies. Candidates should have at least 3 years of call center experience and strong leadership skills. This on-site role at a medical facility requires proficiency in Microsoft Office and the ability to maintain a VA security clearance.

Qualifications

• 3+ years of call center or telecommunications experience.
• Prior supervisory or lead experience preferred.
• Ability to obtain and maintain VA security clearance.

Responsibilities

• Supervise daily telephone operator operations across all shifts and ensure compliance.
• Prepare and manage schedules and rotations.
• Train and onboard new operators.

Skills

Leadership

Organizational skills

HIPAA compliance

Microsoft Office proficiency

Education

High school diploma (Associate’s degree preferred)

Job description

Overview

Philadelphia, PA (On-Site – VA Medical Center) SUPERVISOR / LEAD OPERATOR

Description

Position 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.

Responsibilities

• 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 needed

Qualifications

• Required Qualifications:
• High school diploma (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 Office

Work Environment

• On-site medical facility
• Rotating shifts as operationally required
• Supervisory responsibility in a mission-critical environment