Call Center Supervisor

Public Trust Support Services

This position's purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50 miles radius of a VA facility that can provide on-site technology support. Sites can be located by visiting www.va.gov / find-locations .

Job Description

Process and serves as a liaison between the Customer Service Representative and the Government Workforce Management (WFM) Section. Ensure the Customer Service Representative (CSR) complies with established business rules. Oversee telephony queues. Ensure sufficient CSRs are present at work to fill the assigned schedule. Identify training gaps and tools. Reinforce standards and use discipline when compliance issues continue. Ensure CSRs adhere to assigned schedule and performance metrics exceeded. Administer and maintain control of CSR-leave and excused / unexcused absence polices and regulations. Monitor the phone line dedicated to staff to request unscheduled time off. Enter unscheduled leave requests in the (WFM) system for approval. Approve exception requests through messaging prior to the event for any preplanned exception. Document disruptive callers into the Shift Report. Requesting e-mail addresses. Responsible for agents performance, training, and ability to handle calls. Assist agents with technical issues and with submitting tickets and alerting designated operations personnel when agents are unable to take calls. Monitor performance, assign training, and providing coaching for any agents who do not meet performance expectations. Responsible for logging into appropriate systems to serve as an agent / senior agent when customer wait times exceed established thresholds.

Qualifications

Associates or bachelors in business management or administration. Ability to motivate, coach, and guide a team. Exceptional verbal and written communication skills. Ability to quickly analyze situations and needs. Familiar with WFM system and other relevant tools and technology. Possess interpersonal and emotional intelligence. 2-3 Years of previous call center experience preferred.

DAWSON is an Equal Opportunity / Affirmative Action / VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more. DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.