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Call Center Shift Supervisor
Location: Remote
FSLA Status: Exempt
Reports to: Deputy Program Manager
EEO Category: First/Mid-Level Managers
JOB SUMMARY:
The Call Center Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for a remote call center. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.
EDUCATION & EXPERIENCE
Required
Education:
Experience:
Language:
Security:
Preferred
KEY RESPONSIBILITIES
Ensure tasks are assigned to CSRs with a clear plan of action and expectations are clearly defined.
COMPETENCIES
Technical Skills
Knowledge of Contact Center information systems; Knowledge of the VA CCN program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards.
Team Building / Team Player
Influence the actions and opinions of others in a positive direction and build group commitment.
Problem Solving / Analysis
Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
Organizational Skills
Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
Multi-Tasking / Time Management
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Leadership
Successfully manage different styles of employees; Provide clear direction and effective coaching.
Empathy / Customer Service
Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.
Coping / Flexibility
Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
Computer Literacy
Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Communication / People Skills
Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
WORKING CONDITIONS
** This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **
Full Time
$62k-82k (estimate)
04/27/2024
07/10/2024
The job skills required for Call Center Shift Supervisor include Call Center, Customer Service, Leadership, Problem Solving, CSR, etc. Having related job skills and expertise will give you an advantage when applying to be a Call Center Shift Supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Call Center Shift Supervisor. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Call Center Shift Supervisor positions, which can be used as a reference in future career path planning. As a Call Center Shift Supervisor, it can be promoted into senior positions as a Customer Service Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Shift Supervisor. You can explore the career advancement for a Call Center Shift Supervisor below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Supervisor, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Supervisor for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Supervisor job description and responsibilities
The Call Center Supervisor provides supervision and training to the call center staff.
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A Call Center Manager also recruits and trains new employees and tracks their productivity.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Supervisor jobs
An excellent call center supervisor must have customer service and supervisory experience.
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Exceptional Communication Skills.
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Excellent Problem-Solving Skills.
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Focus on Agent Engagement and Retention.
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Spend Five Minutes Reviewing Yesterday’s Calls.
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Step 3: View the best colleges and universities for Call Center Supervisor.