Contact Center Manager

Spectrum Healthcare Resources (SHR) has a potential opportunity for a Contact Center Supervisor with the Veteran's Experience Office (VEO).

Supervise and support a team of 100 Contact Center Agents and 5 Senior Agents (approximately 13 staff per supervisor).

• Provide coaching, mentoring, and reinforcement of training to help staff deliver exceptional customer service.

• Actively participate in workload balancing and process improvements to enhance overall contact center performance.

• Collaborate with clients, leadership, and peers to ensure operational excellence.

• Respond positively to management requests and contribute ideas to improve efficiency and the Veteran experience.

• Bachelor's degree (BA/BS) required.

• Minimum 2 years of experience as a contact center supervisor and 4 years of call center experience.

• Strong leadership, problem-solving, and communication skills.

• Ability to motivate teams, foster collaboration, and drive results.

• 75% remote work - flexibility with a primarily home-based schedule.

• Quarterly travel for in person training in Maryland or other location as specified by VA.

• Must reside within 50 miles of Reno, NV.

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 that provides physician and clinical staffing and management services to United States Military Treatment Facilities, VA clinics and other Federal Agencies through various contracting vehicles. A Joint Commission Health Care Staffing Services firm, SHR is the military staffing division of TeamHealth, a Nationwide organization that serves 850 civilian and military hospitals with a team of 9,600 affiliated health care professionals.

Spectrum Healthcare Resources is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.