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- Msccn United States, N/A
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Operations Supervisor - Call Center Exp Req - Remote CONUS AK HI
Salary
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Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
The employer is specifically looking for supervisor/operations experience within a call center for this role.
This position is open to CONUS, AK, HI and PR. California is a specifically excluded hiring location.
The position is fully remote.
Background check required.
Equipment is provided.
This is a W2 position.
Anticipated on-boarding dates are in mid-Feb 2025.
Multiple openings are available.
The Customer Service Supervisor/Operations Supervisor monitors the daily operations of a team responsible for triaging daily VA disability referrals, preparing VA Disability Benefits Questionnaires (DBQs), and scheduling veterans for medical examinations. The Supervisor provides departmental leadership and supervision of contact center employees, and the position requires strong communication and leadership skills with the ability to prioritize and delegate effectively to ensure quality, customer experience and performance metrics are met. The supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. The supervisor will report to the Customer Service Manager. They may also participate in interviewing and hiring recommendations and complete performance evaluations for members of their team.
Key Tasks
Provide departmental leadership in assigned functional area
Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
Monitor CSR quality and performance and provide feedback and coaching as appropriate.
Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
Manage unplanned shrinkage
Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
Perform tasks to assure service level and quality requirements are met
Participate in interviews and recommend hiring of contact center staff, as needed
Maintain department records related to CSR coaching and performance improvement
Complete employee performance assessment at end of assignment
Immediately report system issues to manager or appropriate parties
Continually look for and suggest process improvements that will benefit our customers
May be required to work weekends, holidays, or off-shift, as necessary
Additional Qualifications/Responsibilities
Bachelor’s or Associate’s degree preferred
High school diploma or GED required
Six-months supervisory or leadership experience
2 – 3 years Customer Service or Contact Center experience required
Proven ability to work as a team member
SKILLS AND ABILITIES
Excellent customer service, leadership and team interaction skills required
Demonstrated ability to coach team members to higher levels of performance
Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit
Work History and Feedback
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