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. Requirements 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.