Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE260805VA)

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service team! The Customer Service Supervisor oversees a team of Customer Service Representatives that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center.

Responsibilities:

• Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and development
• Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
• Monitor CSR work performance and production and manage service quality through daily observations
• Field escalated calls from CSRs and overflow calls from agent queues
• Determine most appropriate course of action and/or identify alternatives in resolving issues
• Ask appropriate probing questions to clarify complex or vague requests
• Prepare well-defined case notes for field escalated calls received from CSRs
• Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging
• Perform a supervisory review of cases
• Review reports, case notes, and rosters submitted by CSRs
• Review CSR call volume reports to evaluate productivity
• Prepare shift operational assessments, after action reports, and weekly statistical data reports for presentation
• All other job-related duties as assigned

Requirements:

• High School Diploma or equivalent
• Four (4) years' experience in contact center environment
• One (1) year of supervisory experience
• 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
• Must be a U.S. citizen
• Successfully pass a background check that includes verification of employment, as well as an FBI fingerprint check
• Work Ethic
• Problem-solving
• Effective communication skills
• Self-direction
• Dependability
• Detail-oriented
• Customer Service
• Communications
• Research and Analysis
• Previous military experience (including military spouses, family and/or as a service provider)