Customer Service Representative III / Shift Lead- San Francisco VA Health Care System

Job Description

Job Description

Position SummaryThe Customer Service Representative III / Shift Lead oversees daily operator activities, supports shift coverage, monitors call flow, and assists with emergency communication procedures. This role serves as the on-shift supervisor and provides operational support as an alternate to the Program Coordinator.Essential Duties and ResponsibilitiesOversee operator performance, shift coverage, and daily coordination of assigned personnel.Prepare duty schedules, PTO coverage plans, and shift assignments to support continuous service requirements.Monitor call flow, customer service quality, and adherence to established communication procedures.Conduct audits of telephone instruments, supplies, and work area readiness.Prepare incident reports, caller complaint documentation, and related operational records as required.Train new operators on procedures, communication expectations, and contract-specific requirements.Support emergency response procedures, escalation protocols, and timely communication with appropriate personnel.Serve as an on-shift resource for operators and assist with resolving routine operational issues.Minimum QualificationsMinimum of two (2) years of call center, switchboard, customer service, or related communication experience.Minimum of one (1) year of supervisory, lead, or team coordination experience.Strong communication, customer service, and documentation skills.Ability to work in a fast-paced environment and respond appropriately to urgent or emergency communications.Must be eligible to successfully complete required VA background checks.Preferred CompetenciesShift leadership and operator supportSchedule coordination and coverage planningCustomer service quality and professionalismEmergency communication supportDocumentation accuracy and follow-throughAll Contractor personnel performing work under this contract must complete a favorable background investigation and be eligible to obtain a Department of Defense (DoD) Common Access Card (CAC).