Call Center Supervisor

Overseeing a team of Customer Service Representatives, the full-time remote Call Center Supervisor will provide coaching and leadership, manage escalated inquiries, and ensure quality service for the Veterans Experience Office's White House VA Hotline contact center. Key responsibilities Supervise and lead CSRs, including recruitment, onboarding, training, and performance management Monitor CSR performance and manage service quality through daily observations and reporting Field escalated calls and determine appropriate resolutions while preparing detailed case notes Required qualifications High School Diploma or equivalent Four years of experience in a call center environment, with at least one year in a supervisory role U.S. citizenship with acceptable REAL ID identification Ability to connect to a wired high-speed internet service with specified minimum speeds Understanding and empathy for Veterans and knowledge of military benefits and resources