VA Health Connect - Virtual Call Center Supervisor

Core Government Services Corporation

2d • Remote

About The Position

Core Government Services (CGS) is seeking an experienced VA Health Connect, virtual call center Supervisor to support the Veterans Affairs' Veteran Experience Office (VEO) Call Center.
Our Supervisors will have an essential role supporting the VA's cloud based, virtual decentralized VA Health Connect call center for the VA VEO Call Center's mission to provide high-quality public-facing support to Veterans, their families, and all stakeholders by leveraging technology, data, and best practices to enhance their overall experience with VA services. By offering a central, efficient point of contact, this program supports the broader Veterans Experience Office (VEO) goal of enabling the VA to be the leading customer service organization in the government, fostering trust and encouraging Veterans to "Choose VA".
The VA Health Connect call center's work contributes to the overall VEO mission of improving customer experience (CX) across all VA services, ensuring interactions are easy, effective, and emotionally resonant. The call center leverages AI and Cloud technology along with customer support data to manage and improve services through various government technologies and tools (like CRM, WFM, QM) and CX. By managing Veteran inquiries, the VA VEO Call Center helps coordinate and integrate services, supporting Veterans in their access to care, benefits, and memorial services. This call center team is a conduit for Veterans to get information and assistance, ensuring they have a central, accessible point of contact for various VA programs.

Requirements

• Remote, virtual Call Center Customer Service leadership experience.
• Must be able to pass T1 background investigation and illegal drug screening.

Nice To Haves

• College degree preferred.

Responsibilities

• Ensures the Customer Service Representatives (CSR) provide excellent service and comply with established business rules.
• Continuously monitor Veteran queues throughout the shift and adjust staff breaks and supervisor activities to meet key performance metrics.
• Must meet competency requirements for supervisor role and for shift lead role.
• Provides one-to-one coaching to agents.
• Reports operational problems or trends and escalate to appropriate contact center operations section and/or Program Management.
• Reinforces standards and use progressive discipline when compliance continues to be an issue.
• Ensures their assigned customer service team meets or exceeds all key performance metrics.
• Manages attendance, leave and excused absence of employees.
• Coordinates coverage of the phone line dedicated to staff for requesting unscheduled time off.
• Ensures all assigned representatives and staff complete mandatory training (including training in the VA Talent Management System) in a timely manner.
• Enters all leave requests into the WFM system for approval by designated WFM section members and approving exception requests appropriately.
• Follows standard procedures for on-boarding and off-boarding personnel.
• Actively participating in weekly quality, Workforce Management (WFM), training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Actively participates in all required weekly quality, Workforce Management (WFM), training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Is responsible for adhering to all Standard Operating Procedures (SOP) and other directives.
• Provides notification of technical issues impacting the ability of agents or supervisors to complete their duties. Any large-scale outages require leadership notification as outlined in the SOP.
• Is responsible for other operational activities as identified.
• Provides monthly performance counseling to their assigned representative team.

Benefits

• Health Care Reimbursement Account option for employees without insurance such as TRICARE
• Dental and Vision Insurance
• Flexible Spending Accounts (FSA)
• 401(k) Matching Program
• 11 Paid Federal Holidays
• Short-Term and Long-Term Disability
• Basic and Voluntary Life Insurance
• Premium financial advisory service
• Free training courses through our HR application

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level