Assistant Contract Supervisor

ServiceSource • Aurora, CO

3d • Onsite

About The Position

ServiceSource is seeking an Assistant Contract Supervisor to join their team. This role involves answering incoming phone calls, directing them to the appropriate person or department, and providing effective telephone switchboard services. The VA Switchboard operates 24/7, and operators work independently in a call center environment. In addition to switchboard duties, the assistant will support the Contract Supervisor by assisting with payroll, scheduling, customer relations, and communication between the operation and facility administrators. This position is crucial for ensuring smooth operations and supporting individuals with disabilities.

Requirements

• High School Diploma required
• Related experience required
• Excellent customer service skills
• Effective communication skills when handling callers
• Excellent written, verbal, grammar, and reasoning skills
• Ability to respond quickly and independently to varying emergency situations
• Ability to handle confidential and sensitive information without breach
• Considerable dependability and independence working alone
• Strong leadership and management skills to motivate and guide teams effectively
• Analytical abilities to monitor performance metrics and identify areas for improvement
• Communication skills for coaching, feedback, and handling escalations
• Problem-solving skills to resolve operational or customer-related issues efficiently
• Must pass the VA security clearance and background check

Nice To Haves

• Ability to cover shifts as the VA Switchboard is a 24-hour, 7-days a week operation.

Responsibilities

• Answer incoming phone calls and direct them to the appropriate person or department.
• Provide courteous and patient telephone switchboard services.
• Act as the voice, eyes, and ears of the Contract Supervisor.
• Assist with payroll and timecards as needed.
• Assist employees with escalated calls.
• Act as the supervisor when the acting supervisor is out sick or on leave.
• Communicate verbally and via email with the supervisor, facility admin, employees, and contracting representatives.
• Provide coaching, training, and quality assurance during scheduled shifts.
• Manage daily call center operations, KPIs, and customer service best practices.
• Receive and route calls to correct departments/services.
• Learn internal intranet systems and VA phone protocols.
• Follow all safety rules and regulations.
• Route emergency calls appropriately based on the Standard Operation Procedure manual.
• Perform all job tasks listed in the Statement of Work.
• Be available to backfill hours for colleagues who are sick, on vacation, or due to other emergencies.
• Communicate and work cooperatively with other Switchboard operators, the Switchboard Supervisor, and Hospital staff.
• Perform other responsibilities as assigned.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan with company match (dollar for dollar up to 3% of contribution).
• Tax advantages through Flexible Spending and Health Savings accounts.
• Employee Assistance Program.
• Wellness Program.
• Tuition Assistance.
• Generous paid time-off program that increases with tenure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED