Philadelphia, PA (On-Site - VA Medical Center) SUPERVISOR / LEAD OPERATOR

Job Description

Job DescriptionDescription:

Position Summary:
The Telephone Services Supervisor provides leadership and operational oversight for a 24/7 switchboard operation. This role ensures staffing continuity, quality performance, and compliance with VA contract requirements.

Essential Duties and Responsibilities:
• Supervise daily telephone operator operations across all shifts/ scheduling and timecard audits for payroll
• Prepare and manage schedules, rotations, and leave coverage
• Ensure continuous coverage during absences and emergencies
• Train and onboard new operators
• Monitor call handling quality and performance
• Address performance issues and correct deficiencies
• Maintain personnel rosters and compliance documentation
• Serve as liaison with VA Point of Contact
• Ensure HIPAA, VA policy, and security compliance
• Support quality assurance and performance reviews
• Perform operator duties as needed

Requirements:

Required Qualifications:
• High school diploma (Associate’s degree preferred)
• 3+ years of call center or telecommunications experience
• Prior supervisory or lead experience preferred
• Medical or hospital call center experience preferred
• Strong leadership and organizational skills
• Ability to obtain and maintain VA security clearance
• Proficiency with Microsoft Office

Work Environment:
• On-site medical facility
• Rotating shifts as operationally required
• Supervisory responsibility in a mission-critical environment