Job Description

Innovation At Work, Inc. is seeking an experienced Telephone Operator Supervisor to oversee 24-hour telephone and telecommunications support services at the Kansas City VA Medical Center.

The Supervisor/Project Manager will manage daily operations, employee performance, schedules, timekeeping, training, quality control, and compliance with company and Government requirements. This is a working supervisory position. The selected candidate must be prepared to perform telephone operator duties when necessary to maintain required staffing coverage.

Essential Duties and Responsibilities

• Serve as the primary on-site representative for Innovation At Work, Inc.
• Maintain authority to address daily operational and personnel matters.
• Supervise telephone operators assigned to day, evening, midnight, weekend, and federal-holiday tours.
• Prepare and maintain staffing, vacation, weekend, holiday, and relief schedules.
• Ensure all shifts meet the minimum staffing levels required by the contract.
• Monitor employee attendance, punctuality, callouts, overtime, and schedule changes.
• Arrange immediate coverage for absences, vacancies, emergencies, and increased workloads.
• Perform telephone operator duties when necessary to prevent coverage gaps.
• Train and coach employees on VA procedures, emergency communications, customer service, privacy, security, and telephone-system operations.
• Monitor employee performance and address deficiencies through coaching, corrective action, and retraining.
• Ensure incoming calls are answered professionally, accurately, and promptly.
• Monitor compliance with the following performance standards:
  • Average speed of answer of 10 seconds or less.
  • No individual call ringing longer than 30 seconds.
  • Average abandonment rate below 5%.
• Review call reports, staffing records, quality-control data, and performance trends.
• Maintain accurate schedules, rosters, attendance records, training records, incident reports, and other required documentation.
• Coordinate with the Contracting Officer, COR, VA representatives, and IAW corporate management.
• Support emergency calls, alarms, codes, disaster notifications, paging requests, and other urgent communications.
• Ensure employees remain at their assigned posts until properly relieved during emergencies.
• Protect Veteran, employee, and Government information in accordance with HIPAA, privacy, information-security, and VA requirements.
• Maintain a professional, orderly, and customer-focused work environment.
• Complete additional duties necessary to ensure successful contract performance.

Minimum Qualifications

• High school diploma or equivalent required.
• At least two years of call-center, switchboard, telephone-operator, or customer-service experience.
• Previous supervisory, team-lead, or project-management experience strongly preferred.
• Experience managing a 24/7 workforce or multiple-shift operation preferred.
• Knowledge of medical terminology sufficient to route calls accurately.
• Proficiency with Microsoft Outlook, Word, Excel, and electronic reporting systems.
• Ability to prepare schedules, monitor timekeeping, document performance, and produce accurate reports.
• Strong leadership, communication, organization, and conflict-resolution skills.
• Ability to communicate clearly and professionally in English.
• Ability to remain calm and make sound decisions during emergencies and high-call-volume periods.
• Ability to perform telephone operator duties and learn VA telephone, paging, alarm, and emergency-notification systems.

Additional Requirements

• Must successfully complete all required background, suitability, security, privacy, HIPAA, and VA training requirements.
• Must be eligible to obtain and maintain required VA identification and system access.
• Must be dependable and available to respond to after-hours staffing and operational issues.
• This position is considered essential under VA disaster-readiness requirements.
• Employment is contingent upon completion of all contract-required onboarding and security procedures.

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