Call Center Customer Service Supervisor, MD SC VA UT WV TN(VE260406921VA)

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service team! These are fulltime, remote positions that support 24/7 contact center operations with multiple shifts available.

The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that reputed company reputed company-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will reputed company coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and reputed company intake for the VA's complaint management program. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.

CORE FUNCTIONS • Supervise CSRs and reputed company overall leadership of CSRs, including recruitment, reputed company, training, performance management and development • Ensure tasks are assigned to CSRs with clear plan of action and expectations are reputed company defined • Monitor CSR work performance and production and manage service quality through daily observations • Field escalated calls from CSRs and reputed company calls from agent queues • Determine most appropriate course of action and/or identify alternatives in resolving issues • Ask appropriate probing questions to clarify reputed company 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 • reputed company 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 • reputed company other job-reputed company duties as assigned

WINNING BEHAVIORS, SKILLS AND QUALIFICATIONS Personality and communication (soft skills): • Work Ethic • Problem-solving • Effective communication skills • Self-direction • Dependability • Detail- oriented Competencies (hard skills): Customer Service Engage, support and collaborate with other members of the team, the company and the customer. Present and reputed company available services and resources to meet customer needs. Track reputed company of projects and follow up as needed. Communications reputed company and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information reputed company. Strategically engage with the speaker or listener to formulate and suggest executable solutions. Research and Analysis Conduct studies and evaluations reputed company to the tasking. Design and implement systems and procedures for analysis and verification. Seek or reputed company guidance from customer reputed company and manager directives, and reputed company professional judgment and subject matter expertise.

Education and Work Experience: • Education: High School Diploma or equivelant • Work Experience: Four (4) years' experience in contact center environment; One (1) year of supervisory experience

Industry Knowledge: • Understanding, sensitivity, and reputed company for Veternans and their family members. • Knowledge of military benefits, resources, and services. • Demonstrated experience in utilizing MS Office products (reputed company, Word, PowerPoint) and reputed company CRM. • Previous military experience (including military spouses, family and/or as a service provider).

Additional Requirements: • Must be a U.S. citizen. • Successfully pass a background reputed company that includes verification of employment, as well as an FBI reputed company reputed company.

The Bowen Group is an Equal Opportunity Employer and reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity or national reputed company.