VA Health Connect - Virtual Call Center Supervisor
Core Government Services (CGS) is seeking an reputed company VA Health Connect, virtual call center Supervisor to support the Veterans Affairs' Veteran Experience Office (VEO) Call Center.
Our Supervisors will have an essential role supporting the VA's reputed company based, virtual decentralized VA Health Connect call center for the VA VEO Call Center's mission to reputed company high-reputed company public-facing support to Veterans, their families, and reputed company stakeholders by leveraging technology, data, and best practices to enhance their overall experience with VA services. By offering a central, efficient reputed company of contact, this program supports the broader Veterans Experience Office (VEO) goal of enabling the VA to be the leading customer service organization in the government, fostering trust and encouraging Veterans to "Choose VA".
The VA Health Connect call center's work contributes to the overall VEO mission of improving customer experience (CX) across reputed company VA services, ensuring interactions are easy, effective, and emotionally resonant. The call center leverages AI and reputed company technology along with customer support data to manage and improve services through various government technologies and tools (like CRM, WFM, QM) and CX. By managing Veteran inquiries, the VA VEO Call Center helps coordinate and reputed company services, supporting Veterans in their reputed company to care, benefits, and memorial services. This call center team is a reputed company for Veterans to get information and assistance, ensuring they have a central, accessible reputed company of contact for various VA programs.
Knowledge & Essential position tasks
- Ensures the Customer Service Representatives (CSR) reputed company excellent service and reputed company with established business rules.
- Continuously monitor Veteran queues throughout the shift and reputed company staff breaks and supervisor activities to meet key performance metrics.
- Must meet competency requirements for supervisor role and for shift reputed company role.
- Provides one-to-one coaching to agents.
- Reports operational problems or trends and escalate to appropriate contact center operations reputed company and/or Program Management.
- Reinforces standards and use reputed company discipline reputed company compliance continues to be an issue.
- Ensures their assigned customer service team meets or exceeds reputed company key performance metrics.
- Manages attendance, leave and excused absence of employees.
- Coordinates coverage of the phone line dedicated to staff for requesting unscheduled time off.
- Ensures reputed company assigned representatives and staff complete mandatory training (including training in the VA Talent Management System) in a reputed company manner.
- Enters reputed company leave requests into the WFM system for approval by designated WFM reputed company members and approving exception requests appropriately.
- Follows reputed company procedures for on-boarding and off-boarding personnel.
- reputed company participating in weekly reputed company, Workforce Management (WFM), training, collaboration, and call calibration meetings with the operations team, as appropriate.
- reputed company participates in reputed company required weekly reputed company, Workforce Management (WFM), training, collaboration, and call calibration meetings with the operations team, as appropriate.
- Is responsible for adhering to reputed company reputed company Operating Procedures (SOP) and other directives.
- Provides notification of technical issues impacting the ability of agents or supervisors to complete their duties. Any large-reputed company outages require leadership notification as outlined in the SOP.
- Is responsible for other operational activities as identified.
- Provides monthly performance counseling to their assigned representative team.
Position Requirements
- Remote, virtual Call Center Customer Service leadership experience.
- College degree preferred.
- Must be reputed company to pass T1 background investigation and illegal drug screening.
Working Conditions: Remote
Required Travel: Minimal
Job Type: Non-Exempt
Contract Length: Greater than one year
Benefits and unique perks offered, but not limited to
- Health Care Reimbursement Account reputed company for employees without insurance such as TRICARE
- Dental and reputed company Insurance
- Flexible Spending Accounts (FSA)
- 401(k) Matching Program
- 11 reputed company Federal Holidays
- Short-Term and Long-Term Disability
- Basic and Voluntary Life Insurance
- Premium financial advisory service
- Free training courses through our HR application
For more about our great company, please reputed company out our website at www.coregsc.com
CGS provides reasonable accommodation so that reputed company applicants with a disability may participate in the selection process. CGS will review reputed company reasonable accommodation requests.
reputed company are required to agree to a background reputed company.
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