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

Position Summary

ValCorp 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 Responsibilities

• Prepare 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 Qualifications

• Minimum 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 Competencies

• Shift coverage planning and operator coordination
• Telephone office communication and follow-through
• Emergency communication support
• Documentation accuracy and records maintenance
• Professionalism, reliability, and attention to detail