Project Manager / Telephone Operations Supervisor (9966)

PSCI; Kansas City (MO); On-site; USD 73,000 - 83,000; Full time

Job summary

PSCI seeks a Project Manager / Telephone Operations Supervisor to lead on-site 24x7 hospital communications at the Kansas City VA Medical Center (KCVAMC) in Kansas City, MO. This full-time, salaried exempt role requires strong supervisory and operational oversight.

Responsibilities include directing Telephone Operators, staffing, training, performance evaluations, and ensuring service levels, security, and compliant operations with VA requirements. Occasional after-hours coverage may be needed.

Qualifications

• Experience supervising a 24x7 call-center or mission-critical environment.
• Ability to direct multiple employees, exercise independent judgment and manage staffing.
• Strong communication with customer and Government representatives.

Responsibilities

• Direct and schedule Telephone Operators; assign and coordinate work.
• Prepare staffing, leave, and vacation schedules; monitor attendance and coverage.
• Lead onboarding and training; coach employees; conduct performance evaluations.
• Ensure compliance with service levels, staffing, and security requirements.
• Serve as PSCI's primary day-to-day representative with Government personnel.

Skills

Supervisory experience

Staffing and scheduling

Training and coaching

Performance evaluations

Call-center leadership

Tools

Cisco Finesse/Jabber

Job description

9966 Project Manager / Telephone Operations Supervisor, Kansas City, MO (No Clearance)

DESCRIPTION

PSCI is seeking an experienced Project Manager / Telephone Operations Supervisor for a full-time, salaried exempt position contingent upon contract award to lead on-site telephone operator support at the Kansas City VA Medical Center (KCVAMC) and associated sites. The PM/Supervisor will have day-to-day management authority for contract operations and will lead a mission-critical 24-hour, 7-day-a-week communications workforce supporting internal and external call routing, paging, emergency communications, alarms, codes, and related hospital telecommunications functions.

Management of the operation and workforce is the primary duty of this position. The PM/Supervisor will direct and schedule Telephone Operators; assign and coordinate work; prepare staffing, leave, and vacation schedules; monitor attendance, call-outs, lateness, and coverage; coordinate relief and contingency staffing; lead onboarding and training; coach employees; conduct and document performance evaluations; address performance and conduct deficiencies; and maintain required staffing and operational records. The PM/Supervisor will exercise independent judgment in day-to-day workforce and operational decisions within PSCI policy and contract requirements.

The PM/Supervisor will participate directly in recruiting and employee-selection activities and will make documented recommendations to PSCI management regarding hiring, retention, promotion or advancement, discipline, corrective action, and termination. The PM/Supervisor will also identify replacement needs, recommend staffing actions, and help determine whether assigned personnel are qualified and ready for independent duty. These supervisory recommendations will be an important input to PSCI personnel decisions.

The position leads PSCI's quality-control and performance-management activities, including call-handling performance, staffing effectiveness, training records, emergency-response readiness, corrective actions, and operational documentation. The PM/Supervisor will serve as PSCI's primary day-to-day operational representative with Government personnel, support Government performance reviews, and help ensure compliance with service levels, minimum staffing, emergency communications, training, security, and overall service quality.

The PM/Supervisor will normally be on site during the Monday-Friday day shift / normal working hours and will remain available after hours for staffing or operational issues. Consistent with the solicitation, the PM/Supervisor may perform Telephone Operator duties when needed to prevent a coverage gap; however, direct operator work is contingency support and is not the primary duty of the position. The role is intended to remain principally managerial and supervisory.

Qualified candidates must demonstrate experience supervising a 24x7 call-center, hospital telephone-operator, communications-center, or similarly mission-critical customer-contact environment. Candidates must be able to direct the work of multiple employees, exercise independent judgment, manage staffing and schedules, lead training and quality control, evaluate employee performance, recommend personnel actions, maintain professional discipline, and communicate effectively with customer and Government representatives. Healthcare or VA switchboard experience; Cisco Finesse/Jabber; emergency communications; HIPAA/PHI; reporting tools; and federal-contractor experience are strongly preferred.

Selected personnel must complete required VA/KCVAMC orientation, Information Security, Privacy, HIPAA, and other required training before performing work and must satisfy applicable E-Verify, personnel-vetting, badging, and system-access requirements. An acceptable alternate representative must be designated when the PM/Supervisor is absent for more than one eight-hour shift, as required by the contract.

This position is contingent upon award of the applicable contract to PSCI and, where required, Government approval of assigned personnel. Submission of an application, interview, or conditional selection does not constitute a guarantee of employment. Employment classification will be administered based on the employee's actual duties, salary basis, and applicable law.

CONTINGENT UPON CONTRACT AWARD

• Location: Kansas City, Missouri.
• Job Clearance: VA Tier 1 / Low Risk - Ability to Obtain and Maintain Favorable Status.
• Employment Type: Full-Time, Salaried Exempt.
• Work Presence: On site Monday-Friday day shift / normal working hours; after-hours availability for staffing and operational issues.
• Pay Rate: $35- $40 plus benefits.
• Must be US Citizen.
• Status: CONTINGENT UPON CONTRACT AWARD.

MANDATORY

• Experience supervising a 24x7 call-center, hospital telephone-operator, communications-center, or similar mission-critical customer-contact environment.
• Must be able to direct the work of multiple employees, exercise independent judgment, manage staffing and schedules, lead training and quality control, evaluate employee performance, recommend personnel actions, maintain professional discipline, and communicate effectively with customer and Government representatives.

DESIRED

• Healthcare or VA switchboard experience; Cisco Finesse/Jabber; emergency communications; HIPAA/PHI; reporting tools; and federal-contractor experience are strongly preferred.