Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE260805VA)

The Bowen Group Inc.•Chantilly, VA

1d•Remote

About The Position

The Bowen Group is seeking a Call Center Customer Service Supervisor to join their Department of Veterans Affairs (VA) Customer Service support management team. These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available. This position is 100% local-virtual, requiring the candidate to live within a 60-minute drive of a designated Veterans Administration facility for technical support and training in specific locations (Nashville/Murfreesboro TN, Columbia SC, Shepherdstown WV, Arlington, VA, Maryland, Salt Lake City, UT, or San Antonio, TX). The Customer Service Supervisor will oversee a team of Customer Service Representatives (CSRs) providing front-line support for the Veterans Experience Office's White House VA Hotline contact center. Responsibilities include providing coaching and leadership, handling escalated inquiries, referring customers to other VA hotlines, and performing intake for the VA's complaint management program. The calls will be from a diverse group including Veterans, their family members, legal representatives, the public, and VA employees.

Requirements

High School Diploma or equivalent.
Four (4) years' experience in a call center or contact center environment.
One (1) year of supervisory experience.
Must be a U.S. citizen with REAL ID identification or acceptable REAL ID equivalent (US Passport, Department of Defense ID card for active/retired/military family dependent member).
Ability to connect computer to wired cable service home High-Speed Internet router.
Speed test must indicate a minimum 25 Mbps download without delay and minimum 10 Mbps upload without delay.
Understanding, sensitivity, and empathy for Veterans and their family members.
Knowledge of military benefits, resources, and services.
Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.
Previous military experience (including military spouses, family, and/or as a service provider).

Nice To Haves

Previous military experience (including military spouses, family, and/or as a service provider).

Responsibilities

Supervise CSRs and provide overall leadership, including recruitment, onboarding, training, performance management, and development.
Ensure tasks are assigned to CSRs with a clear plan of action and defined expectations.
Monitor CSR work performance and production, managing service quality through daily observations.
Field escalated calls from CSRs and overflow calls from agent queues.
Determine the most appropriate course of action and/or identify alternatives in resolving issues.
Ask appropriate probing questions to clarify complex or vague requests.
Prepare well-defined case notes for escalated calls received from CSRs.
Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging.
Perform a supervisory review of cases.
Review reports, case notes, and rosters submitted by CSRs.
Review CSR call volume reports to evaluate productivity.
Prepare shift operational assessments, after-action reports, and weekly statistical data reports for presentation.
Perform all other job-related duties as assigned.