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The Switchboard Operator Assistant Contract Supervisor is expected to answer incoming phone calls and direct the calls to the appropriate person or department.  The individual must be capable of answering phones in a courteous and patient manner, as well as providing effective telephone switchboard and other departmental services.  The VA Switchboard is a 24-hour, 7-days a week operation. Operators are scheduled to work either full or part-time 1st shift (7:00a.m. – 3:00p.m.) 2nd shift (3:00p.m. – 11:00p.m.) 3rd shift (11:00p.m. – 7:00a.m.)  Operators work independently in a small office like a call center environment. In addition to these general Switchboards Operator duties, the assistant will also act as the voice, eyes, and ears of the Contract Supervisor. Assist with payroll, scheduling, customer relations, and verbal/electronic forms of communication between the operation and facility administrators.

Primary Duties  

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Ensure the morning shift Monday-Friday starts and completes at a high level based on the requirements listed in the Statement of Work.

• Assist with payroll / timecards as needed by contract supervisor.

• Act as the voice, eyes, and ears for the contract supervisor.

• Assist employees with escalated calls.

• Act as the supervisor when the acting supervisor is out sick or on leave. This might cause an adjustment of schedule as the overall operations run 24/7 365.

• Verbal and email communication and correspondence between the supervisor, facility admin, employees, and contracting representatives as needed.

• Coaching, Training, and quality assurance during scheduled shifts.

• Manage daily call center operations, KPIs, and customer service best practices.

• Other Duties as assigned.

• Receive and route calls to correct departments/services.

• Must learn the internal intranet systems and VA phone protocols.

• Follow all safety rules and regulations.

• Route emergency calls are appropriately based on the Standard Operation Procedure manual.

• Performs all job tasks listed in Statement of Work.

• Available to backfill hours if colleagues are sick, on vacation or out based on other emergencies.

• Ability to communicate and work cooperatively with other Switchboard operators, Switchboard Supervisor, and Hospital staff.

• Additional Operator duties as assigned.

Additional Responsibilities

• Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

• High School Diploma required

Knowledge, Skills, and Abilities

• Related experience required.

• Provide excellent customer service and model effective communication skills when handling callers.

• Must have excellent written, verbal, grammar, and reasoning skills.

• Ability to respond quickly and independently to varying emergency situations.

• Ability to handle confidential and sensitive information without breach.

• Considerable dependability & independence working alone during each.

• Strong leadership and management skills to motivate and guide teams effectively

• Analytical abilities to monitor performance metrics and identify areas for improvement

• Communication skills for coaching, feedback, and handling escalations

• Problem-solving skills to resolve operational or customer-related issues efficiently

• MUST pass the VA security clearance and background check.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to be flexible to cover shifts, VA Switchboard is a 24 hour 7 days a week operation.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside-weather conditions. The noise level in the work environment is usually loud.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information