Contact Center Supervisor

A company is looking for a Contact Center Supervisor to support the Veterans Experience Office (VEO) Contact Center.

Key Responsibilities

Lead and support a team of 100 Contact Center Agents and 5 Senior Agents

Monitor workload distribution, oversee telephony queues, and ensure service standards are met

Address escalated customer concerns and oversee service recovery to ensure Veteran satisfaction

Qualifications

Bachelor's degree required (BA / BS)

Minimum of 2 years as a Contact Center Supervisor and 4 years of call center experience

Strong knowledge of Workforce Management processes and call center operations

Ability to motivate a large, diverse team in a fast-paced environment

Must live within 50 miles of a Veterans Affairs Medical Center (Phoenix, Salt Lake City, or Reno)