Switchboard Operator Lead

Job description

Job Summary The Switchboard Operator Lead is responsible for answering and routing incoming calls in a courteous and efficient manner while providing leadership and support to the switchboard team. This role ensures consistent coverage, supports training and scheduling, and helps maintain operational readiness during routine and emergency situations. The Switchboard Operator Lead also monitors emergency systems, responds to alerts, and assists in maintaining service excellence in all telecommunications-related functions. Essential Functions: - Answers incoming calls promptly, professionally, and accurately, determining caller needs and directing calls to the appropriate departments or individuals. - Provides general information to patients, families, and staff in a courteous and respectful manner. - Leads and supports switchboard operators, assisting with day-to-day questions, prioritizing workflows, and overseeing call center operations. - Participates in the training of new switchboard staff and monitors performance to ensure adherence to policies and standards. - Assists with scheduling and ensures adequate staffing coverage for the department. - Monitors emergency alarms and re...