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
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
PRIMARY LOCATION:
The Place of Performance is at 3350 La Jolla Village Dr., San Diego, CA 92161
CITIZENSHIP REQUIREMENT: US Citizenship
EDUCATION AND QUALIFICATIONS:
High school diploma or equivalent; additional relevant certifications or education a plus.
MINIMUM REQUIRED SKILLS/EXPERIENCE:
· Previous experience in telephone operating experience, of which one year involved working on a helpdesk work which required a knowledge of organization
· Proficient in using office software (e.g., Microsoft Office, Excel).
· Strong organizational and time-management skills.
· Effective communication and interpersonal abilities.
· Must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing work condition
Requirements:POSITION OVERVIEW
Receives all incoming calls, answer all emergency calls, submit work orders in the computerized maintenance management system (CMMS), notifies responsible section concerning work orders, maintain appropriate records and conduct necessary trainingAssumes the responsibility for answering calls and submitting a variety of work orders into a CMMSAssists in responding to emergency and non-emergency work order requests, creating and submitting work orders, notifying the responsible section of the work orders, and any other work order request activities as necessary to conduct the daily activity at VA San Diego Healthcare System (VASDHS)Clerks must answer within five (5) rings. The clerk shall query the caller in detail to determine the nature of the inquiry, record needed information for submitting work order requests Accurately records details of service requests, including relevant information such as location, issue description, and priority levelCommunicates with maintenance personnel to assign and dispatch work orders promptly.Provides updates to requestors on the status of their service requestsConducts routine reviews of completed work orders to ensure accuracy and completeness.Reports any discrepancies or issues to the appropriate personnelProcesses all calls in a most courteous and professional manner, giving a favorable impression of the Department of Veterans Affairs at all times, assuring compliance of Federal and VA Medical Center policy on Release of Information, safeguarding any and all patient information in compliance with the Privacy Act of 1974. Collect calls are only to be accepted in the event of an emergency. Requirements:MINIMUM REQUIRED SKILLS/EXPERIENCE:
High school diploma or equivalent; additional education or certification in office administration is a plus.Previous experience in telephone operating experience, of which one year involved working on a helpdesk work which required a knowledge of organizationProficient in using office software (e.g., Microsoft Office, Excel)Strong organizational and time-management skills.Effective communication and interpersonal abilitiesMust have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing work condition Read Less