Contact Center Supervisor

Contact Center Supervisor

Spectrum Healthcare Resources has an exciting potential opportunity and we are seeking 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:

Bachelor's degree required (BA/BS).

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.

Job Offers:

• Full time Monday-Friday
• Medical/Dental/Vision/401k
• PTO and sick time
• Paid Federal Holidays

Why Join Us?

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

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 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.

EOE/Disabled/Veterans