Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX(VE261013900VA)

VEOCC•Chantilly, VA

3d•Remote

About The Position

The Customer Service Supervisor oversees a team of Customer Service Representatives supporting the Veterans Experience Office’s White House VA Hotline contact center. The supervisor provides coaching and leadership, answers escalated inquiries, refers customers to other VA hotlines, and performs intake for the VA’s complaint management program. Callers include Veterans, their family members or legal representatives, members of the public, and VA employees. This is a full-time, 100% local-virtual remote position supporting 24/7 contact center operations, with multiple shifts available. Employees must live within a 60-minute drive of a designated VA facility in one of the listed locations for technical support and training. The position requires a wired home high-speed internet connection meeting stated minimum speed requirements; wireless-provider service is not acceptable. Employment is contingent on a successful background check, and additional screenings may be required depending on job duties or client requirements.

Requirements

High school diploma or equivalent.
Four years of experience in a call center or contact center environment.
One year of supervisory experience.
Must be a U.S. citizen with REAL ID identification or an acceptable equivalent, such as a U.S. Passport or Department of Defense ID card for an active or retired service member or eligible family dependent.
Ability to connect a computer to a wired cable-service home high-speed internet router, with a minimum of 25 Mbps download and 10 Mbps upload without delay; high-speed wireless provider service is not acceptable.
Understanding, sensitivity, and empathy for Veterans and their family members.
Knowledge of military benefits, resources, and services.
Demonstrated experience using MS Office products, including Excel, Word, and PowerPoint, and Salesforce CRM.
Effective communication, problem-solving, self-direction, dependability, attention to detail, and a strong work ethic.
Ability to live within a 60-minute drive of a designated VA facility in one of the listed locations.

Nice To Haves

Previous military experience, including experience as a military spouse, family member, or service provider.

Responsibilities

Supervise and provide overall leadership to Customer Service Representatives, including recruitment, onboarding, training, performance management, and development.
Assign tasks to CSRs with a clear plan of action and defined expectations.
Monitor CSR work performance and production and manage service quality through daily observations.
Handle escalated calls from CSRs and overflow calls from agent queues.
Determine appropriate courses of action or alternatives for resolving issues.
Ask 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, including phone, chat, text, or other messaging.
Perform supervisory reviews 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 other job-related duties as assigned.