Call Center Shift Supervisor
- Full-Time
Call Center Shift Supervisor
Location: Remote
FSLA Status: Exempt
Reports to: Deputy Program Manager
EEO Category: First/Mid-Level Managers
JOB SUMMARY:
The Call Center Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for a remote call center. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.
EDUCATION & EXPERIENCE
Required
Education:
- Bachelor's (Required)
Experience:
- Call Center Support: 3 years (Required)
Language:
- English (Required)
Security:
- Proof of eligibility to work in the United States.
- Ability to pass a federal NACI background check.
Preferred
- Familiarity with the military and Veteran community programs a plus.
- Knowledge of VA benefits and entitlements as well as Veteran issues and concerns is a plus.
- Working knowledge of Salesforce CRM is a plus.
- U.S. Military Veteran or Veteran family members receive additional consideration.
KEY RESPONSIBILITIES
Ensure tasks are assigned to CSRs with a clear plan of action and expectations are clearly defined.
- Monitor CSR work performance and production.
- 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 during the call.
- 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.
COMPETENCIES
Technical Skills
Knowledge of Contact Center information systems; Knowledge of the VA CCN program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards.
Team Building / Team Player
Influence the actions and opinions of others in a positive direction and build group commitment.
Problem Solving / Analysis
Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
Organizational Skills
Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
Multi-Tasking / Time Management
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Leadership
Successfully manage different styles of employees; Provide clear direction and effective coaching.
Empathy / Customer Service
Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.
Coping / Flexibility
Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
Computer Literacy
Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Communication / People Skills
Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
WORKING CONDITIONS
- Ability to cover any work schedule.
- Works within a standard office environment, with minimal travel.
- Extensive computer work with prolonged sitting and wearing of headset.
** This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **
Address
Revelations Counseling & Consulting LLC
Fredericksburg, VAIndustry
Business
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