Switchboard Supervisor

Switchboard Supervisor (Program Manager)

Location

James J. Peters VA Medical Center – Bronx, NY

Position Type

Full-Time

Essential Duties & Responsibilities

• 👥 Staff Supervision & Management
• Supervise 8 operators providing 24-hour coverage.
• Develop work schedules to meet peak telephone demands.
• Ensure proper staffing for all shifts, weekends, and holidays.
• Maintain updated personnel rosters.
• Remove or replace personnel when directed by the Government.
• Ensure all employees complete required training.
• 📊 Contract & Quality Oversight
• Develop and implement a Quality Control Plan.
• Conduct inspections of services and document corrective actions.
• Maintain inspection and deficiency records.
• Attend monthly performance meetings with COR.
• Respond to staffing or operational issues within one hour.
• 📘 Training & Compliance
• Ensure all personnel complete orientation and OJT.
• Provide ongoing telecommunications and emergency procedure training.

Ensure compliance with

Privacy Act

• VA directives
• FAR contract clauses
• Safety and OSHA standards

Qualifications

• Minimum 1–3 years supervisory experience in telecommunications, call center, or hospital switchboard environment.
• Experience managing staff schedules and performance standards.
• Knowledge of telecommunications systems and emergency code protocols.
• Strong leadership, communication, and organizational skills.
• Ability to manage operations in a high-pressure medical environment.
• Must demonstrate ability to train, direct, and discipline staff.