Contact Center Supervisor

Contact Center Supervisor Remote Opportunity

Location: Remote Must reside within 50 miles of a Veterans Affairs Medical Center (Phoenix Salt Lake City or Reno)

Spectrum Healthcare Resources has an exciting potential opportunity for a Contact Center Supervisor to support the Veterans Experience Office (VEO) Contact Center. This role is ideal for a motivated leader with strong call center expertise who is passionate about improving customer service experiences for Veterans and their families.

Key Responsibilities:

• Lead and support a team of 100 Contact Center Agents and 5 Senior Agents (approx. 13 per supervisor).

• Provide coaching mentoring and performance feedback to drive agent success.

• Monitor workload distribution oversee telephony queues and ensure coverage meets service standards.

• Identify training needs reinforce best practices and apply progressive discipline when necessary.

• Manage attendance leave requests and schedule exceptions in coordination with Workforce Management.

• Address escalated customer concerns and oversee service recovery to ensure Veteran satisfaction.

• Facilitate onboarding/offboarding processes email/security access setup and compliance with policies.

• Hold regular team meetings 1:1 coaching sessions and performance reviews.

• Step in as an agent/senior agent during high call volume to ensure smooth operations.

• Maintain documentation for incidents disruptive callers and shift reports.

• Collaborate with leadership to implement process improvements that enhance contact center efficiency.

Qualifications:

• Education: Bachelors degree required (BA/BS).

• Experience: Minimum of 2 years as a Contact Center Supervisor and 4 years of call center experience.

• Strong knowledge of Workforce Management processes and call center operations.

• Excellent leadership communication and conflict-resolution skills.

• Ability to motivate a large diverse team in a fast-paced environment.

• Must live within 50 miles of a Veterans Affairs Medical Center (Phoenix Salt Lake City or Reno).

Job Offers:

• Full-time MondayFriday schedule

• Medical Dental and Vision insurance

• 401(k) retirement plan

• Paid Time Off and sick leave

• Paid Federal Holidays

Why Join Us

This is more than just a supervisory roleits an opportunity to make a lasting impact on the experience of Veterans seeking care and support. As a Contact Center Supervisor youll be at the center of ensuring quality service guiding professional growth for your team and helping to shape a customer experience that truly matters.

For More Information Contact:
Laura Hatcher

Company Overview:

Spectrum Healthcare Resources (SHR) was established in 1988 to deliver systems and processes designed to meet the unique needs of Military and VA Health Systems. SHR is a leading organization providing physician and clinical staffing and management services to U.S. Military Treatment Facilities VA clinics and other Federal Agencies. A Joint Commission Health Care Staffing Services firm SHR is the military staffing division of TeamHealth a nationwide organization serving 850 civilian and military hospitals with a team of 9600 affiliated healthcare professionals.

EOE/Disabled/Veterans