Call Center Shift Supervisor

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. **