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

• Understands the Workforce Management process and serves as a liaison between the Customer Service Representative and the Government 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 doesn't 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.

• 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.

• 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 Phoenix, AZ.

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.