Description Location: Michael J. Crescenz VA Medical Center 3900 Woodland Avenue, Philadelphia, PA 19104 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: •Must have knowledge and understanding of medical terminology • 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 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