Call Center Supervisor

Management Support Technology Inc. (MSTI) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that takes pleasure in providing exceptional support services to our Veterans and their families. For over 20 years MSTI’s dedicated team members and corporate personnel have delivered logistical, management and technical services to the Department of Veteran Affairs (VA). The MSTI culture fosters strong relationships and meaningful work. Our team enjoys our family-oriented business that values family, work-life balance, and professional and personal growth.

As a Call Center Supervisor (CSA), you represent the MSTI Team and the Denver Logistics Center (DLC). The Supervisor will have authority to act on behalf of the MSTI Team on all matters relating to the daily performance of the contract requirements to include coordinating with the Contract Representative, managing and assigning work to Agents, and managing contract employee’s leave, schedules, timecards, etc. The Supervisors’ primary purpose is to monitor the performance of the Call Center; ensuring customer service runs efficiently and effectively, and that CSAs remain optimally productive throughout the contract. To be successful in this position the Call Center Supervisor will exhibit the ability to lead, relationship building, wanting continuous development, organization, approachability, critical thinking, problem solving, reasoning, multi-tasking and thinking outside the box.

The VA and DLC provide holistic supply chain management for the VA National Audiology, Prosthetics, and Telehealth Programs and support the VA and other Government agencies with professional acquisition and logistics services. The VA DLC procure, stock, and distribute commodities, including hearing aids and accessories, cochlear implants and accessories, assistive listening devices and accessories, assistive devices, batteries, prosthetic socks, orthotic soft goods, aids for visually impaired, Home Telehealth equipment, and peripherals worldwide.

Call Center Supervisor Responsibilities:

• POC on behalf of the MSTI Team on all matters relating to the daily performance of contract requirements to include coordinating with the Contract Representative, managing and assigning work to Agents, managing contract employee’s leave, schedules, timecards, and coordinating with government stakeholders on complex issues and concerns.

• Provide stakeholders call data metrics and summary of duties and accomplishments performed by CSA’s.

• Interact with customers and other members of the Veterans Services Division (VSD) team with respect, courtesy, focus, and professionalism.

• Actively participate in improving the Call Center performance by assisting in balancing all workload requirements, responding to management requests for information or ideas that enhance the effective operation of the phone lines, and completing and/or reinforcing customer service training.

• Be responsible for services performed by Agents, including meeting all contract requirements, monitoring daily workloads, agents, and documenting discrepancies.

• Validate all work performed by the Agents before signing off on production summary documents.

• Monitor performance of CSA’s; ensuring customer service runs efficiently and effectively at optimal performance throughout life of contract.

• Provide training to all CSA’s guaranteeing competence when answering customer questions, product information inquiries; and understanding of programs and processing procedures.

• Other duties as assigned.

Qualifications

• Minimum high school diploma, or equivalent; one (1) year training and leading customer service teams to perform successful business operations. Higher education and/or additional years of experience in supporting customer service call centers preferred.

• Advanced/Intermediate skills in Microsoft office applications including Word, Excel, Outlook, and SharePoint.

• Demonstrated skills and knowledge managing customer complaints and providing resolution.

• Ability to effectively listen and communicate verbally with people on the telephone.

• Advanced skills in verbal and written communications, including proactive customer service leading to customer driven outcomes.

• Proficient in using office automation equipment and software including personal computers, printers, calculators, scanners, shredders, and copiers, etc.

• Ability to coach, train and motivate team members and evaluate their performance.

• Skills related to planning work schedules and assignments (on an on-going basis) and adjusting work procedures as necessary to satisfactory production levels.

• Ability to serve organizational customers; a knowledge of cutting-edge technologies and approaches to assure the highest level of services.

• Ability to develop and submit reports, briefings, prepare spreadsheets, and operating procedures.

• Ability to apply analytical and evaluative strategies to implement the Call Center performance measurements and metrics that define success.

• Problem solving skills, including resolution of issues that cross the inter-disciplinary lines of the VA business.

• Ability to handle conflict constructively, professionally, and appropriately.

• Ability to obtain a National Agency Check with Inquiries (NACI).

Benefits: Position eligible for full benefits to include Medical, Dental, Vision, Flexible Spending Accounts (FSA), Life Insurance, Short term/Long Term Disability, AD&D, Paid-Time-Off, 401(k) Retirement Plan, Employee Stock Ownership Plan (ESOP), 11 Federal Holidays, Bereavement, Jury Duty, Military Leave and Employee Assistance Program.

Management Support Technology, Inc is an Equal Opportunity Employer/Disabled/Veterans