Operations Supervisor - Call Center Exp Req - Remote CONUS AK HI

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

Auto req ID

436012BR

Minimum Education Required

High School/GED

Job_Category

Health/Medical other

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

City*

United States

State*

N/A

Job Code

Health-Services health-services

Affiliate Sponsor

Infinite