Switchboard Operations Lead — Emergency & Call Center

Innovation At Work Inc; Erie (Erie County); On-site; USD 42,000 - 64,000; Full time

Job summary

Innovation At Work, Inc. seeks a Switchboard Supervisor/Telephone Operator to lead the switchboard team at the Erie VA Medical Center. This working supervisor role requires answering calls and performing operator duties when needed.

You will ensure staffing, timekeeping accuracy, and compliance with VA and contract requirements, while delivering professional service to Veterans and VA staff. On-site position with emergency response responsibilities.

Qualifications

• High school diploma or equivalent.
• Minimum 2-4 years of call center experience.
• Previous supervisory, team lead, or management experience preferred.
• Knowledge of medical terminology helpful.
• Strong leadership, communication, scheduling, and employee-management skills.
• Strong customer-service skills.
• Ability to supervise while actively performing telephone operator duties.
• Ability to remain calm during emergencies.
• Proficiency with Microsoft Outlook, Excel, Word, and Teams.
• Must meet VA security, training, health, privacy, and credentialing requirements.

Responsibilities

• Oversee daily switchboard operations per IAW and VA requirements.
• Answer and process incoming/outgoing calls as part of duties.
• Coordinate with operators to handle call volume and staffing needs.
• Route calls to VA departments and locations accurately.
• Provide professional customer service to Veterans, patients, VA staff, and the public.
• Operate VA telecoms, paging, alarm systems, and emergency comms equipment.
• Respond to emergencies, alarms, and urgent communications.
• Monitor timekeeping, attendance, and performance; ensure contractual goals are met.
• Prepare schedules and arrange coverage for tours and absences.
• Train and guide subordinate employees; identify deficiencies and corrective actions.

Skills

Leadership

Call center experience

Customer service

Emergency response

Team supervision

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Excel

Word

Teams

Job description

Innovation At Work, Inc. seeks a Switchboard Supervisor/Telephone Operator to lead the switchboard team at the Erie VA Medical Center. This working supervisor role requires answering calls and performing operator duties when needed.

You will ensure staffing, timekeeping accuracy, and compliance with VA and contract requirements, while delivering professional service to Veterans and VA staff. On-site position with emergency response responsibilities.