Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX(VE261013900VA)

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service support management team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available.

This position is 100% local-virtual. You MUST live within 60-minute drive of the designated Veterans Administration facility for technical support and training in one of the following locations:

- Nashville/Murfreesboro TN

- Columbia SC

- Shepherdstown WV

- Arlington, VA

- Maryland

- Salt Lake City, UT

- San Antonio, TX

YOUR MISSION

The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office’s White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA’s complaint management program. Phone calls are from a wide variety of individuals, including Veterans, their family members and/or legal representatives, the public, and VA employees.

REQUIREMENTS

Education: High School Diploma or equivalent.

Work Experience: 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.

Wired-to-Home Internet: 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.

Note: Wi-Fi-only high-speed internet can rarely sustain these speeds. The required speed test you take will show the kind of internet access that you have. High-speed wireless provider service is not acceptable due to frequent connectivity drops.

Industry Knowledge:

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).

CORE FUNCTIONS

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

Personality and communication

Work Ethic
Problem-solving
Effective communication skills
Self-direction
Dependability
Detail- oriented

Competencies (hard skills):

Customer Service

Engage, support and collaborate with other members of the team, the company and the customer. Present and relay available services and resources to meet customer needs. Track progress of projects and follow up as needed.

Communication

Express and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information relay. Strategically engage with the speaker or listener to formulate and suggest executable solutions.

Research and Analysis

Conduct studies and evaluations related to the tasking. Design and implement systems and procedures for analysis and verification. Seek or develop guidance from customer insight and manager d…