Call Center Supervisor
Job Summary
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
Complete Job Description
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