Job Description
Key Responsibilities
- Supervise and coordinate switchboard operators across all shifts
- Ensure 24/7 staffing coverage, including holidays
- Train, mentor, and evaluate operator performance
- Monitor call handling quality and response times
- Serve as point of contact for operational issues
- Ensure proper handling of emergency communications
- Maintain staffing schedules and coverage plans
- Communicate with VA leadership and Contracting Officer Representative (COR)
- Ensure compliance with HIPAA, privacy, and security policies
Qualifications
- Minimum 1 year supervisory experience (required)
- Experience in:
- Switchboard or call center operations
- Healthcare environment (preferred)
- Strong leadership, communication, and problem-solving skills
- Ability to manage staffing, scheduling, and training
- Ability to work flexible hours across all shifts
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Skills
Call Center Operationsunmatched
Call Monitoringunmatched
Communication Skillsunmatched
HIPAA (Health Insurance Portability and Accountability Act)unmatched
Healthcareunmatched
Leadershipunmatched
Maintain Complianceunmatched
Mentoringunmatched
People Managementunmatched
Privacy Controlsunmatched
Problem Solving Skillsunmatched
Quality Monitoringunmatched
Schedule Developmentunmatched
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