Contact Center Supervisor
VirtualVocationsBaltimore, Maryland, United Statesjob_description.job_card.30_days_ago
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- serp_jobs.job_card.full_time
job_description.job_card.job_description
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)
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Contact Center Supervisor • Baltimore, Maryland, United States
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