• Job Description

  Req#: 448056BR
  Job Description
  
  ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
  
  The employer is specifically looking for supervisor/operations experience within a call center for this role.
  
  This position is open to CONUS, AK, HI and PR. California is a specifically excluded hiring location.
  The position is fully remote.
  Background check required.
  Equipment is provided.
  This is a W2 position.
  Multiple openings are available!
  $26 per hour
  
  The Customer Service Supervisor/Operations Supervisor monitors the daily operations of a team responsible for triaging daily VA disability referrals, preparing VA Disability Benefits Questionnaires (DBQs), and scheduling veterans for medical examinations. The Supervisor provides departmental leadership and supervision of contact center employees, and the position requires strong communication and leadership skills with the ability to prioritize and delegate effectively to ensure quality, customer experience and performance metrics are met. The supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. The supervisor will report to the Customer Service Manager. They may also participate in interviewing and hiring recommendations and complete performance evaluations for members of their team.
  Key Tasks
  
  Provide departmental leadership in assigned functional area
  Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
  Monitor CSR quality and performance and provide feedback and coaching as appropriate.
  Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
  Manage unplanned shrinkage
  Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
  Perform tasks to assure service level and quality requirements are met
  Participate in interviews and recommend hiring of contact center staff, as needed
  Maintain department records related to CSR coaching and performance improvement
  Complete employee performance assessment at end of assignment
  Immediately report system issues to manager or appropriate parties
  Continually look for and suggest process improvements that will benefit our customers
  May be required to work weekends, holidays, or off-shift, as necessary
  
  Additional Qualifications/Responsibilities
  
  Education:
  Bachelor's or Associate's degree preferred
  High school diploma or GED required
  
  Experience:
  Six-months supervisory or leadership experience preferred
  2 - 3 years Customer Service/Contact Center experience required
  
  Skills/Abilities:
  Excellent customer service, leadership and team interaction skills required
  Demonstrated ability to coach team members to higher levels of performance
  Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit

• About the company

  The best remote jobs for you

Notice