Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE260805VA)
On-siteChantilly, Virginia, United States
Job Summary
Oversee a team of Customer Service Representatives providing front-line support for the Veterans Experience Office's White House VA Hotline. Coach staff on performance, manage recruitment and onboarding, and field escalated calls from Veterans, family members, and legal representatives. Resolve complex inquiries by asking probing questions, preparing detailed case notes, and communicating through approved channels like phone and chat. Monitor daily production, review call volume reports, and generate weekly statistical data and after-action assessments. Ensure clear task assignments and service quality through daily observations while maintaining empathy for Veterans and their families. Requires wired-to-home internet with minimum 25 Mbps download and 10 Mbps upload.
Required Qualifications
- High School Diploma or equivalent
- Four (4) years' experience in a call center or contact center environment
- One (1) year of supervisory experience
- U.S. citizen
- 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
- Minimum 25 Mbps download speed without delay
- Minimum 10 Mbps upload speed without 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)
- Must be available for weekend shifts
- Must be able to lift 50 lbs
Desired Qualifications
- Bachelor's degree
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.