Contact Center Supervisor VEO

This position will work with the Department of Veteran Affairs (VA) Veterans Experience Office (VEO) to provide contact/call center support to our nations veterans. This role is responsible for coaching agents interacting with clients and other team members of the contact center team and actively participate in improving the VEO Contact Centers performance by assisting in balancing all workload requirements responding in a positive manner to management requests for information or ideas that enhance the effective operation of the contact center or reinforcing training on matters regarding the contact center. This role will focus on leading training coaching and guiding the team to ensure we are delivering superior customer service meeting service level expectations and addressing service recovery issues. This is a remote position but you must be within 50 miles of the Houston TX VA office 6900 Almeda Road Houston Texas.

Duties/Responsibilities:

• Understands the Workforce Management process and serves as a liaison between the Customer Service Representative and the Government Workforce Management (WFM) Section to handle change requests and exceptions to the daily schedule.
• Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules.
• Oversee telephony queues.
• Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule.
• Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance or appropriately disposition if improvement doesnt occur.
• Identify training gaps and tools.
• Reinforce standards and use progressive discipline when compliance continues to be an issue.
• Ensures all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded.
• Encounters that require service recovery will be reviewed and if service recovery is appropriate contact will be made with the customer. This will occur for any interaction with the VEO Contact Center that failed to return an aggravated dissatisfied customer to a state of calm satisfaction. This will include complaints received against a VEO team member staff issues identified during call calibration or call evaluations and pre-determined customer satisfaction survey scores.
• Administers the leave and excused/unexcused absence polices and regulations for CSRs under their supervision.
• Maintains control over attendance leave and excused absence of employee. Coordinate leave with training supervisor (if needed) during employees training session(s).
• Supervisors monitor the phone line dedicated to staff for requesting unscheduled time off.
• Supervisors are responsible for entering all unscheduled leave requests into the WFM system for approval by designated WFM section member.
• Supervisors should approve exception requests through messaging prior to the event for any preplanned exception. Breaks and lunches should be moved prior to approving any requests that would be unintentionally overwritten by the exception.
• Shift Lead Supervisor is responsible for documenting disruptive callers into the Shift Report and for ensuring interim information from law enforcement is documented in the case prior to end of shift.
• Supervisors and management officials will follow a standard set of procedures on-boarding/off-boarding personnel.
• Supervisors are responsible for requesting new employees e-mail addresses to be assigned to their appropriate groups. This provides each employee with the appropriate security access automatically to the VEO Contact Center and Enterprise Contact Center Operation SharePoint sites.
• Supervisors must be responsible for other operational activities as they are identified.
• Responsible for agents performance training and ability to handle calls. Supervisors are responsible to assist agents with technical issues and with submitting tickets and alerting designated operations personnel (Automated Data Processing Application Coordinator -ADPAC) when agents are unable to take calls.
• Responsible for regular team meetings and 1:1 coaching
• Responsible for additional monitoring of performance assigning training and providing coaching for any agents who do not meet performance expectations.
• Responsible for logging into appropriate systems to serve as an agent/senior agent when customer wait times exceed established thresholds.

Required Skills/Abilities:

• Strong service orientation and service recovery skills.
• Excellent verbal and written communication skills with demonstrated good judgment and sense of diplomacy.
• Able to effectively handle multiple assignments in a deadline-sensitive office environment.
• Ability to handle confidential and sensitive information in an appropriate manner.
• Ability to work with a diverse employee population including all levels of management and staff.

Education and Experience:

• A bachelors degree is preferred.
• At least two (2) years of contact/call center leadership experience.
• At least four (4) years of contact/call center experience.
• Strong knowledge of Microsoft products and technically savvy.
• Must be able to obtain a Security Clearance.

Physical Requirements:

• Able to sit at a desk and work on a computer for prolonged periods of time.
• Ability to reach push pull lift and carry at least 15 pounds.

NOTE: All functions of this position are not necessarily described in this description.

Required Experience:

Manager