Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE260805VA)

The Bowen Group, a GTSC Company, supports the Department of Veterans Affairs Customer Service management team through remote contact center operations. The Customer Service Supervisor leads Customer Service Representatives supporting the White House VA Hotline by providing coaching, handling escalated inquiries, directing customers to appropriate VA hotlines, and performing complaint-management intake. The role also oversees service quality, case reviews, reporting, and shift operations.

Responsibilities:

• Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and development
• Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
• Monitor CSR work performance and production and manage service quality through daily observations
• Field escalated calls from CSRs and overflow calls from agent queues
• Determine 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 for field escalated calls received from CSRs
• 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
• All other job-related duties as assigned

Requirements:

• High School Diploma or equivalent
• Four (4) years' experience in a call center or contact center environment
• One (1) year of supervisory experience
• Must be a U.S. citizen with REAL ID identification or acceptable REAL ID equivalent: US Passport, Department of Defense ID card for active / retired / military family dependent member
• Ability to connect your computer into your wired cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay
• Understanding, sensitivity, and empathy for Veterans and their family members
• Knowledge of military benefits, resources, and services
• Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM
• Previous military experience (including military spouses, family, and/or as a service provider)