The Bowen Group has an outstanding opportunity for a Call Center Director to join our team. This is a full-time position located in Salt Lake City, UT. As Call Center Director, you will lead the partnership between The Bowen Group and the Department of Veterans' Affairs whose combined goal is to rebuild trust with Veterans and the American people.
The White House VA Hotline is a 24/7 Tier 1 Contact Center with locations in Salt Lake City and Shepherdstown, WV.
- Provide management and oversight of two call center locations comprised of at least 100 agents and supervisors
- Provide oversight of quality control operations/procedures
- Track and report call center metrics on a weekly and monthly basis
- Provide call center reports and analysis as required
- Liaise with our Federal Government Client Team and serve as the principal point of contact for the program with overall responsibility for call center performance and customer service