Switchboard Supervisor & Lead Telephone Operator

Iaw, Inc.; Erie, Northern (Erie County, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Innovation At Work, Inc. in Erie, PA seeks an experienced Switchboard Supervisor/Telephone Operator to oversee the IAW switchboard team and perform operator duties at the VA Medical Center. This is a working supervisor role with staffing, timekeeping, and performance responsibilities.

The candidate will manage call routing, emergencies, and professional service to Veterans and staff while ensuring compliance with VA procedures, government protocols, and contract requirements.

Qualifications

• High school diploma or equivalent.
• 2-4 years of call center experience.
• Supervisory or team lead experience preferred.
• Knowledge of medical terminology.
• Strong leadership and communication skills.
• Ability to supervise while performing telephone operator duties.
• Ability to remain calm during emergencies.
• Proficient with Microsoft Office applications.

Responsibilities

• Oversee daily switchboard operations following policies and VA requirements.
• Answer and process calls as part of regular duties.
• Coordinate staffing, call volume, and on-call staffing needs.
• Route calls to VA departments and personnel.
• Provide professional customer service to Veterans, patients, and staff.
• Operate paging and emergency communications equipment as needed.
• Monitor timekeeping and assess performance for contractual goals.

Skills

Leadership

Communication

Scheduling

Employee management

Education

High school diploma or equivalent

Tools

MS Outlook

Excel

Word

Teams

Job description

Innovation At Work, Inc. in Erie, PA seeks an experienced Switchboard Supervisor/Telephone Operator to oversee the IAW switchboard team and perform operator duties at the VA Medical Center. This is a working supervisor role with staffing, timekeeping, and performance responsibilities.

The candidate will manage call routing, emergencies, and professional service to Veterans and staff while ensuring compliance with VA procedures, government protocols, and contract requirements.