[Hiring] Call Center Customer Service Supervisor @The Bowen Group - VEOCC

Role Description

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service support management team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available. This position is 100% local-virtual. You MUST live within a 60-minute drive of the designated Veterans Administration facility for technical support and training in one of the following locations:

• Nashville/Murfreesboro, TN
• Columbia, SC
• Shepherdstown, WV
• Arlington, VA
• Maryland
• Salt Lake City, UT
• San Antonio, TX

YOUR MISSION: The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will:

• Provide coaching and leadership
• Answer escalated inquiries
• Refer customers directly to other VA hotlines
• Perform intake for the VA's complaint management program

Qualifications

• High School Diploma or equivalent
• Four (4) years' experience in a call center or contact center environment
• One (1) year of supervisory experience
• Must be a U.S. citizen with REAL ID identification or acceptable REAL ID equivalent (e.g., US Passport, Department of Defense ID card)
• Ability to connect your computer to your wired cable service home High-Speed Internet router with a minimum of 25 Mbps download and 10 Mbps upload speed
• 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)

Requirements

• Supervise CSRs and provide overall leadership, including recruitment, onboarding, training, performance management, and development
• Ensure tasks are assigned to CSRs with clear plans of action and expectations
• Monitor CSR work performance and production, managing service quality through daily observations
• Field escalated calls from CSRs and overflow calls from agent queues
• Determine the 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

Benefits

• Health and Dental Insurance
• Group Life Insurance
• Short-term Disability
• Generous paid vacation and holiday leave
• 401(k)