Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE261013900VA)

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service support management team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available.This position is 100% local-virtual. You MUST live within 60-minute drive of the designated Veterans Administration facility for technical support and training in one of the following locations:--- Nashville/Murfreesboro TN--- Columbia SC--- Shepherdstown WV--- Arlington, VA--- Maryland--- Salt Lake City, UT--- San Antonio, TXYOUR MISSIONThe Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform 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.REQUIREMENTSEducation: High School Diploma or equivalent.Work Experience: Four (4) years' experience in a call center or contact center environment; One (1) year of supervisory experience.Must be a U.S. citizen with REAL ID identification or acceptable REAL ID equivalent: US Passport, Department of Defense ID card for active / retired / military family dependent member.Wired-to-Home Internet: Ability to connect your computer into your wired cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay.Note: Wi-Fi-only high-speed internet can rarely sustain these speeds. The required speed test you take will show the kind of internet access that you have. High-speed wireless provider service is not acceptable due to frequent connectivity drops.Industry Knowledge:Understanding, sensitivity, and empathy for Veterans and their family members.Knowledge of military benefits, resources, and services.Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.Previous military experience (including military spouses, family, and/or as a service provider).CORE FUNCTIONSSupervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and developmentEnsure tasks are assigned to CSRs with clear plan of action and expectations are clearly definedMonitor CSR work performance and production and manage service quality through daily observationsField escalated calls from CSRs and overflow calls from agent queuesDetermine most appropriate course of action and/or identify alternatives in resolving issuesAsk appropriate probing questions to clarify complex or vague requestsPrepare well-defined case notes for field escalated calls received from CSRsCommunicate with customers through approved channels such as phone, chat, text, or other forms of messagingPerform a supervisory review of casesReview reports, case notes, and rosters submitted by CSRsReview CSR call volume reports to evaluate productivityPrepare shift operational assessments, after-action reports, and weekly statistical data reports for presentationAll other job-related duties as assignedPersonality and communicationWork EthicProblem-solvingEffective communication skillsSelf-directionDependabilityDetail- orientedCompetencies (hard skills)Customer ServiceEngage, support and collaborate with other members of the team, the company and the customer. Present and relay available services and resources to meet customer needs. Track progress of projects and follow up as needed.CommunicationExpress and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information relay. Strategically engage with the speaker or listener to formulate and suggest executable solutions.Research and AnalysisConduct studies and evaluations related to the tasking. Design and implement systems and procedures for analysis and verification. Seek or develop guidance from customer insight and manager directives, and leverage professional judgment and subject matter expertise.Benefits - We offer a comprehensive benefits package for Full-time Employees to include the following:Health and Dental InsuranceGroup Life InsuranceShort-term DisabilityGenerous paid vacation and holiday leave401(k)!Equal Opportunity StatementThe Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.Accommodation StatementThe Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Note: This accessibility is intended for individuals requiring accommodation and should not be used to check the status of your application. Inquiries not specific to requesting accommodation will be discarded.E-Verify programThe Bowen Group participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.Background CheckEmployment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.J-18808-Ljbffr The Bowen Group - VEOCC