Lead Telephone Operator- VA Central California Health Care System, Fresno

Job Description

Job Description

Position SummaryValCorp is seeking a professional and reliable Lead Telephone Operator to support the VA Central California Health Care System's 24/7 switchboard operations. This role supports daily operator coordination, staffing coverage, telephone office communication, emergency notification support, and compliance with VA policies and the Performance Work Statement (PWS).Essential Duties and ResponsibilitiesPrepare duty schedules, vacation schedules, and shift coverage plans to support continuous 24/7 operations.Conduct audits of telephone instruments, supplies, alarm systems, and related communication resources.Supervise daily activities of unit personnel and help ensure adequate coverage across assigned shifts.Review and support correction of deficiencies, incident reports, and caller complaint documentation.Serve as a liaison between ValCorp and the VA Telephone Office for routine operational matters.Maintain updated manuals, directories, communication guidelines, and job-related reference materials.Support training of new operators and reinforce compliance with VA procedures and contract requirements.Assist with emergency communications, paging procedures, escalations, and timely operational follow-up.Minimum QualificationsMinimum of two (2) years of switchboard, telephone operator, call center, dispatch, or related communication experience.Prior lead, supervisory, or team coordination experience preferred.Strong verbal communication, organizational, and documentation skills.Ability to support 24/7 staffing operations, shift coverage planning, and time-sensitive communications.Familiarity with Cisco Finesse or similar telephone and call-routing systems preferred.Must be eligible to successfully complete required government background screening.Preferred CompetenciesShift coverage planning and operator coordinationTelephone office communication and follow-throughEmergency communication supportDocumentation accuracy and records maintenanceProfessionalism, reliability, and attention to detailAll Contractor personnel performing work under this contract must complete a favorable background investigation and be eligible to obtain a Department of Defense (DoD) Common Access Card (CAC).