Telephone Operator Supervisor / Project Manager

ServCorp (SCx); Kansas City (MO); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Paid holidays

Professional growth opportunities

Job summary

ServCorp (SCx) seeks an experienced Telephone Operator Supervisor / Project Manager to oversee daily operations in a professional 24/7 telephone communications environment. Lead staff, manage scheduling, and ensure service levels and security protocols in a high-stakes setting.

Ideal candidates bring supervisory experience in call-centers or healthcare communications, strong leadership, and the ability to handle urgent, sensitive situations with calm, clear communication.

Qualifications

• High school diploma or equivalent required.
• 2+ years in professional call-center, operator, or related role.
• Supervisory or team-management experience in a 24/7 environment.

Responsibilities

• Oversee daily telephone operator operations and staff performance.
• Provide day-to-day leadership and guidance to operator personnel.
• Develop and maintain employee schedules and staffing coverage.
• Coordinate coverage for absences, training, and other staffing needs.
• Monitor attendance, performance, and adherence to procedures.
• Support training and onboarding of new employees.
• Monitor call handling and customer service performance.
• Address performance issues and implement corrective actions.
• Maintain operational records, schedules, and documentation.
• Ensure privacy, confidentiality, and information-security requirements.
• Serve as a working supervisor and assist operator duties when needed.
• Remain professional in emergencies; on-site coverage required.

Skills

Leadership

Communication

Scheduling

Quality assurance

Problem-solving

Customer-service

Education

High school diploma

Tools

Microsoft Word

Excel

Outlook

Job description

About the Opportunity

ServCorp (SCx) is seeking an experienced Telephone Operator Supervisor / Project Manager to oversee daily operations for a professional 24/7 telephone communications environment.

The ideal candidate has experience supervising call-center, telephone operator, healthcare communications, or similarly structured customer-service operations. This position requires strong leadership, communication, scheduling, quality-control, and problem-solving skills, along with the ability to remain calm and professional when handling urgent or sensitive situations.

The Supervisor/Project Manager will help ensure reliable staffing, consistent customer service, accurate call handling, effective training, and overall operational performance.

Key Responsibilities

• Oversee daily telephone operator operations and staff performance.
• Provide day-to-day leadership, guidance, and support to operator personnel.
• Develop and maintain employee schedules and staffing coverage.
• Coordinate coverage for absences, call-outs, training, and other staffing needs.
• Monitor employee attendance, performance, professionalism, and adherence to procedures.
• Support training and onboarding of new employees.
• Monitor call handling, customer service, and operational performance.
• Review performance information and identify opportunities for improvement.
• Address performance issues and implement appropriate corrective actions.
• Support emergency and high-priority communications procedures.
• Maintain accurate operational records, schedules, reports, and documentation.
• Communicate effectively with management and designated operational contacts.
• Help ensure privacy, confidentiality, safety, and information-security requirements are followed.
• Serve as a working supervisor and assist with operator duties when operationally necessary.
• Maintain a professional, organized, and service-oriented work environment.
• Perform other related duties as assigned.
• This position is essential during emergencies and may be required to remain on duty until properly relieved.

Minimum Qualifications

• High school diploma or equivalent.
• 2+ years of professional call-center, telephone operator, communications, customer-service, or related experience.
• Previous supervisory, lead, or team-management experience.
• Experience working in a 24/7 or extended-hours operational environment.
• Strong knowledge of professional telephone and customer-service practices.
• Familiarity with medical terminology or healthcare-related communications.
• Strong verbal and written communication skills.
• Ability to remain calm and professional when handling emergencies, difficult callers, or high-pressure situations.
• Experience using computerized telephone, communication, scheduling, or reporting systems.
• Basic proficiency with Microsoft Word, Excel, Outlook, or comparable applications.
• Strong organizational and problem-solving skills.
• Ability to work on-site and support a 24/7 operation, including evenings, nights, weekends, and holidays as assigned.
• Ability to successfully complete applicable background, security, and facility-access requirements.

Preferred Qualifications

• Experience supervising hospital, healthcare, call-center, communications, or telephone operator personnel.
• Experience with telephone consoles, paging systems, telecommunications platforms, or comparable systems.
• Experience with Cisco Finesse, Cisco Jabber, or comparable communications systems.
• Experience handling emergency calls, alarms, urgent notifications, or crisis communications.
• Experience with quality assurance, call monitoring, performance metrics, and corrective action.
• Experience developing employee schedules and maintaining staffing coverage.
• Knowledge of HIPAA, privacy, confidentiality, or healthcare information-security practices.

Benefits

SCx offers a W-2 benefits package, subject to eligibility and applicable company policies, which may include:

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid holidays
• Professional growth opportunities

This position supports a continuous-operation environment and may require evenings, nights, weekends, and holiday work based on operational needs.

This position is contingent upon contract award and successful completion of applicable employment and access requirements.

SCx is an Equal Opportunity Employer.