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

ValCorp • Fresno, CA

9d • $50,000 - $54,000 • Onsite

About The Position

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).

Requirements

• Minimum of two (2) years of switchboard, telephone operator, call center, dispatch, or related communication experience.
• Strong verbal communication, organizational, and documentation skills.
• Ability to support 24/7 staffing operations, shift coverage planning, and time-sensitive communications.
• Must be eligible to successfully complete required government background screening.

Nice To Haves

• Prior lead, supervisory, or team coordination experience preferred.
• Familiarity with Cisco Finesse or similar telephone and call-routing systems preferred.
• 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
• All 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).

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed