Call Center Supervisor

Responsibilities

- Supervise daily call center operations. - Manage employee schedules and staffing assignments. - Monitor service levels and ensure contractual response times are met. - Coach and mentor Customer Care Representatives and Shift Team Leads. - Review quality assurance findings and implement corrective actions. - Monitor productivity, attendance, and performance metrics. - Assist with hiring, onboarding, and employee development. - Resolve escalated customer concerns. - Coordinate with Government representatives regarding operational issues. - Ensure accurate documentation within MCWIITS. - Prepare operational reports and performance summaries. - Promote continuous improvement and customer service excellence.

Requirements

- Associate’s degree or 5 years of equivalent experience. - US Citizenship and the ability to pass a federal background check. - Strong leadership and personnel management skills. - Experience managing workforce schedules in a 24/7 operation. - Knowledge of workforce management systems. - Excellent customer service and conflict resolution skills. - Ability to analyze operational metrics and implement improvements. - Strong communication and organizational skills. - Experience with Microsoft Office and electronic case management systems. - Experience supporting military or government call center operations. - Experience supervising healthcare or social services customer support. - Familiarity with MCWIITS. - Experience with quality assurance and workforce management software.

Qualifications

- A “disabled veteran” is one of the following: - a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or - a person who was discharged or released from active duty because of a service-connected disability. - A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service. - An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. - An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Skills

- Experience with Microsoft Office and electronic case management systems. - Experience supporting military or government call center operations. - Experience supervising healthcare or social services customer support. - Familiarity with MCWIITS. - Experience with quality assurance and workforce management software.

Benefits

- A goal of having at least 7% of our workers as people with disabilities. - The law requires us to provide equal employment opportunity to qualified people with disabilities.

Pay

- Details about pay are not specified.

Schedule

- Details about schedule are not specified.