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Job Description
Quality Innovation, Inc. is seeking a Call Center Supervisor to join our team supporting the VA’s Denver Logistics Center. Our Team answers inquiries and provides direct assistance to Veterans and Clinicians in the process of fulfilling orders and directing calls as necessary. The Supervisors’ primary purpose is to monitor the performance of the VSST; ensuring customer service runs efficiently and effectively. This position is in support of a proposal for a government contact.
Duties and responsibilities
- Coaching Agents in accordance with the established standard operating procedures and training curriculum.
- Providing the Government with call data metrics.
- Interacting with customers and other members of the Call Center team with respect, courtesy, focus, and professionalism.
- Actively participating in improving the Call Center performance by assisting in balancing all workload requirements, responding to management requests for information or ideas that enhance the effective operation of the phone lines, and completing and/or reinforcing customer service training.
- Being responsible for the services performed by Agents.
- Validating all work performed by the Agents before signing off on production summary documents.
Skills, Knowledge, and Abilities
- Must have a mastery of diverse communication styles, to include professional writing and formatting, as well as managing the preparation of materials that convey complex technical program information directed to audiences with varying levels of comprehension and interests.
- Have a working knowledge of procedures, rules, and processes that exist in other VA service organizations in order to refer Veterans to appropriate VA business lines. Considerable training experience including practical application.
- Ability to constructively handle customer service-related conflict and problem resolution in a professional and appropriate manner.
- Ability to motivate and coach others.
- Ability to process a high volume of calls and/or tasks in a fast-paced environment accurately.
Qualifications
- Associated Degree
- Bachelor Degreed prefeed in communication, Language arts, Human resources or psychology
- Minimum 5 of years of call center / Customer Service Leadership and Training experience
- Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint Access, and Outlook.
- Ability to type 35-40 wpm.
- Advanced/exceptional verbal and written communication skills
- Experience and knowledge to administratively maintain files, generate reports, and keep timecards.
Quality Innovation, Inc. is an Equal Opportunity Employer and as such abides by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, gender identity or sexual orientation.
