Contact Center Supervisor

Contact Center Supervisor

Spectrum Healthcare Resources has an exciting potential opportunity for a Contact Center Supervisor to support the Veterans Experience Office (VEO) Contact Center. This role is ideal for a motivated leader with strong call center expertise who is passionate about improving customer service experiences for Veterans and their families.

Key Responsibilities :

• Lead and support a team of 100 Contact Center Agents and 5 Senior Agents (approx. 13 per supervisor).
• Provide coaching, mentoring, and performance feedback to drive agent success.
• Monitor workload distribution, oversee telephony queues, and ensure coverage meets service standards.
• Identify training needs, reinforce best practices, and apply progressive discipline when necessary.
• Manage attendance, leave requests, and schedule exceptions in coordination with Workforce Management.
• Address escalated customer concerns and oversee service recovery to ensure Veteran satisfaction.
• Facilitate onboarding / offboarding processes, email / security access setup, and compliance with policies.
• Hold regular team meetings, 1 : 1 coaching sessions, and performance reviews.
• Step in as an agent / senior agent during high call volume to ensure smooth operations.
• Maintain documentation for incidents, disruptive callers, and shift reports.
• Collaborate with leadership to implement process improvements that enhance contact center efficiency.

Qualifications :

Job Offers :

Why Join Us?

This is more than just a supervisory role-it's an opportunity to make a lasting impact on the experience of Veterans seeking care and support. As a Contact Center Supervisor, you'll be at the center of ensuring quality service, guiding professional growth for your team, and helping to shape a customer experience that truly matters.

For More Information Contact : Laura Hatcher | 314-744-4156 | Laura_Hatcher@spectrumhealth.com

Company Overview : Spectrum Healthcare Resources (SHR) was established in 1988 to deliver systems and processes designed to meet the unique needs of Military and VA Health Systems. SHR is a leading organization providing physician and clinical staffing and management services to U.S. Military Treatment Facilities, VA clinics, and other Federal Agencies. A Joint Commission Health Care Staffing Services firm, SHR is the military staffing division of TeamHealth, a nationwide organization serving 850 civilian and military hospitals with a team of 9,600 affiliated healthcare professionals. EOE / Disabled / Veterans.