Program Manager – Telephone Switchboard Operator Service

The Program Manager (PM) is responsible for the supervision, training, and overall performance of all contract personnel supporting the Telephone Switchboard Operator Service at the Hampton VA Medical Center. This position ensures full compliance with all contract requirements and maintains consistent, high‑quality service within a large, multi‑division medical environment. The PM is dedicated to serving on‑site during normal administrative hours and must remain available by telephone or pager at all other times to address operational issues, including staffing concerns. After normal duty hours, the PM or a designated alternate must be reachable and able to respond within 60 minutes.

The PM oversees daily switchboard operations, ensuring staff are properly trained, disciplined, and scheduled to meet peak call‑volume demands. This role requires a strong operational background in switchboard systems, including computer‑based call routing, specialized call handling, and information‑operator functions. The PM must be able to organize and direct staff, establish work methods and assignments, maintain performance standards, and ensure adequate coverage to support the medical center's communication needs. Clear communication skills-both verbal and written-are essential, including the ability to comprehend instructions, use proper grammar and punctuation, and produce legible written documentation.

Required Qualifications

• Minimum of two years of switchboard operating experience, including:
• At least one year handling special calls such as conference calls, long‑distance calls, and calls requiring varied circuits or routings.
• Experience performing information‑operator duties requiring knowledge of organizational units and major functions within a large, multi‑division organization.
• Minimum of one year of supervisory experience, including:
• Organizing, directing, and controlling staff performance.
• Maintaining discipline and establishing performance expectations.
• Developing work methods and assignments.
• Creating work schedules aligned with peak telephone service requirements.
• Background in switchboard operations such as computer operations, management, supervision, lead operator, or chief operator roles.
• Strong communication skills, including the ability to understand instructions, communicate clearly, use correct grammar and punctuation, and write legibly.
• Availability on‑site during administrative hours and after hours via telephone or pager, with required response time of 60 minutes.

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).