VA Switchboard Supervisor & Lead Operator

Innovation At Work Inc; Erie (Erie County); On-site; USD 50,000 - 70,000; Full time

Job summary

Innovation At Work, Inc. seeks an experienced Switchboard Supervisor/Telephone Operator to support the Erie VA Medical Center. This working supervisor role will oversee the switchboard team while also performing operator duties.

Responsibilities include daily operations, call processing, staffing coordination, and adherence to VA policies and government protocols. The role demands leadership, reliability, and immediate response to emergencies.

Qualifications

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

Responsibilities

• Oversee daily switchboard operations in accordance with IAW company policies, VA requirements, government protocols, and contract requirements.
• Answer and process incoming and outgoing telephone calls as part of the regular duties of the position.
• Work alongside Telephone Operators and assist with call volume, staffing shortages, call-outs, breaks, emergencies, and other operational needs.
• Route calls accurately to the appropriate VA departments, programs, personnel, and locations.
• Provide professional customer service to Veterans, patients, VA employees, and the public, including handling difficult, abusive, threatening, or distraught callers.
• Operate the VA telephone system, paging system, alarm systems, and emergency communications equipment as required.
• Respond appropriately to emergency calls, alarms, emergency codes, fires, disasters, and other urgent communications.
• Manage Team Performance: Monitor employee performance, attendance, professionalism, productivity, and compliance with established procedures.
• Ensure Contractual Goals Are Met: Monitor service quality, call handling, staffing, response requirements, and other contractual performance standards.
• Timekeeping Management/Audits: Review and audit employee timecards and monitor hours worked, call-outs, lateness, leave, overtime, and schedule compliance.
• Prepare and maintain employee work and vacation schedules.
• Ensure adequate coverage for all required tours and coordinate coverage when employees are absent.
• Train and provide guidance to subordinate employees.
• Identify and correct performance or operational deficiencies.
• Maintain appropriate workplace discipline.
• Communicate staffing, performance, timekeeping, and operational issues to IAW corporate management.
• Assist with quality-control activities and ensure the team is prepared for VA performance reviews.

Skills

Call center experience

Supervision

Leadership

Medical terminology

Microsoft Office

Customer service

Education

High school diploma

Tools

Outlook

Excel

Word

Teams

Job description

Innovation At Work, Inc. seeks an experienced Switchboard Supervisor/Telephone Operator to support the Erie VA Medical Center. This working supervisor role will oversee the switchboard team while also performing operator duties.

Responsibilities include daily operations, call processing, staffing coordination, and adherence to VA policies and government protocols. The role demands leadership, reliability, and immediate response to emergencies.