VA Switchboard Team Lead

GOODWILL INDUSTRIES OF NORTH LOUISIANA INC•Shreveport, LA

76d•$20 - $20•Onsite

About The Position

This position operates the telephone switchboard and provides customer service and assistance for clients of the VA Medical Center facility. The role includes training VA operators and fulfilling all administrative responsibilities. The position requires availability within a 24-hour, 7-day-per-week schedule, including some or all city, state, and federal holidays.

Requirements

High school diploma/GED or equivalent.
Two (2) years of administrative experience.
Adept communication skills.
Ability to hold team members accountable for performance.
Capability of carrying out responsibilities on time.
Ability to work with a diverse group of people.
Strong administrative skills.
Strong interpersonal skills.
Strong leadership skills.
Basic computer skills.
Must be available to work within a 24-hour, 7-day-per-week schedule, including some or all city, state, and federal holidays.
Must possess a valid driver's license.
Must have access to a vehicle at a moment's notice to meet on-call requests.
Must be able to pass a federal background check to gain physical and logical access to the VA Hospital.
Must be able to pass a driving record assessment.
Must be able to interact with people from diverse backgrounds with varying levels of understanding.
Must be able to work under pressure, in stressful conditions, and adapt to changing work conditions.
Simple math skills (counting, basic addition, and subtraction) with reasonable accommodations.
Accurate with numbers.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to adapt and interpret established practices and procedures to cover problems and situations to which their application is not clearly defined.
Able to work independently with variable work days and hours in a sometimes-hectic environment with periods of high-stress.
Identifies and resolves problems in a timely manner.
Develops alternative solutions.
Works well in group problem solving situations.
Uses reason even when dealing with emotional topics.
Displays willingness to make decisions.
Exhibits sound and accurate judgment.
Supports and explains reasoning for decisions.
Includes appropriate people in decision-making processes.
Makes timely decisions.
Uses time efficiently.
Adapts to changes in the work environment.
Manages competing demands.
Changes approach or method to best fit the situation.
Able to deal with frequent change, delays, or unexpected events.
Takes responsibility for own actions.
Keeps commitments.
Measures self against standard of excellence.
Pursues training and development opportunities.
Strives to continuously build knowledge and skills.
Shares expertise with others.
Demonstrates persistence and overcomes obstacles.
Applies feedback to improve performance.
Volunteers readily.
Undertakes self-development activities.
Seeks increased responsibilities.
Asks for and offers help when needed.
Inspires respect and trust.
Encourages others to fulfill the mission.
Provides inspiration to peers and subordinates.
Delegates work assignments.
Matches the responsibility to the person.
Sets expectations and monitors delegated activities.
Provides recognition for results.
Focuses on solving conflict, not blaming.
Listens to others without interrupting.
Remains open to others' ideas and tries new things.
Displays passion and optimism.
Provides regular performance feedback.
Develops subordinates' skills and encourages growth.
Must be able to navigate Microsoft Word and Outlook.
Must be able to send and receive emails.
The federal contract also calls for the position to be filled by someone with a medically certified disability.

Nice To Haves

Previous experience working with switchboards or telecommunications.
Previous supervision experience.

Responsibilities

Operate the telephone switchboard.
Provide customer service and assistance for clients of the VA Medical Center facility.
Train VA operators.
Fulfill all administrative responsibilities required of the position.
Observe safety and security procedures.
Determine appropriate action beyond guidelines.
Report potentially unsafe conditions.
Use equipment and materials properly.
Respond promptly to customer needs.
Solicit customer feedback to improve service.
Respond to requests for service and assistance.
Meet commitments.
Interact with people from diverse backgrounds with varying levels of understanding.
Maintain excellent customer service when dealing with challenging calls.
Work under pressure, in stressful conditions, and adapt to changing work conditions.
Show respect and sensitivity for those with barriers to employment.
Exhibit objectivity and openness to others views.
Give and welcome feedback.
Contribute to building a positive team spirit.
Support the mission of the Agency.
Maintain self-control and deal effectively with customers, co-workers, and management.
Communicate and work effectively with persons with disabilities and disadvantaging conditions and the public.
Read documents such as safety rules, operating and maintenance instructions, and procedure manuals with reasonable accommodations.
Speak effectively before groups of customers or employees of the Agency.
Speak clearly and positively in positive or negative situations.
Listen and get clarification.
Respond well to questions.
Participate in meetings.
Treat others with respect and consideration regardless of their status or position.
Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Adapt and interpret established practices and procedures to cover problems and situations to which their application is not clearly defined.
Work independently with variable work days and hours in a sometimes-hectic environment with periods of high-stress.
Identify and resolve problems in a timely manner.
Develop alternative solutions.
Work well in group problem solving situations.
Use reason even when dealing with emotional topics.
Display willingness to make decisions.
Exhibit sound and accurate judgment.
Support and explain reasoning for decisions.
Include appropriate people in decision-making processes.
Make timely decisions.
Use time efficiently.
Adapt to changes in the work environment.
Manage competing demands.
Change approach or method to best fit the situation.
Deal with frequent change, delays, or unexpected events.
Take responsibility for own actions.
Keep commitments.
Measure self against standard of excellence.
Pursue training and development opportunities.
Continuously build knowledge and skills.
Share expertise with others.
Demonstrate persistence and overcome obstacles.
Apply feedback to improve performance.
Volunteer readily.
Undertake self-development activities.
Seek increased responsibilities.
Ask for and offer help when needed.
Inspire respect and trust.
Encourage others to fulfill the mission.
Provide inspiration to peers and subordinates.
Delegate work assignments.
Match the responsibility to the person.
Set expectations and monitor delegated activities.
Provide recognition for results.
Focus on solving conflict, not blaming.
Listen to others without interrupting.
Remain open to others' ideas and try new things.
Display passion and optimism.
Provide regular performance feedback.
Develop subordinates' skills and encourage growth.
Navigate Microsoft Word and Outlook.
Send and receive emails.