VA Veterans Experience Office (VEO) Contact Center Supervisor

ITCON Services is seeking to hire a seasoned Contact Center Supervisor with over 4 years of experience responsible for leading and managing a team of Customer Service Representatives (CSRs) to ensure operational excellence, compliance with established policies, and the delivery of outstanding customer service. This role serves as the liaison between the CSRs and the Government Workforce Management (WFM) Section, ensuring schedule adherence, managing exceptions, and reinforcing business rules. The Supervisor plays a critical role in maintaining service levels, coaching employees, resolving escalated issues, and ensuring the contact center meets performance, compliance, and customer satisfaction standards.

The Contact Center Supervisor's key responsibilities will include:

• Serve as the primary liaison with the Government WFM Section to handle schedule change requests, exceptions, and approvals.
• Ensure compliance with established business rules, adherence to schedules, and achievement of team performance metrics.
• Monitor telephony queues to maintain service levels and intervene as necessary.
• Ensure sufficient staffing to cover assigned schedules and log into systems as an agent/senior agent when customer wait times exceed thresholds.
• Identify and address non-compliance issues through coaching, performance improvement plans, or progressive discipline as appropriate.
• Conduct regular monitoring of performance, assign training, and provide 1:1 coaching sessions and team meetings to reinforce standards and improve outcomes.
• Identify training gaps, tool needs, and performance trends to improve overall efficiency and effectiveness.
• Manage service recovery efforts by reviewing escalated customer interactions, ensuring dissatisfied customers are returned to a state of satisfaction.
• Administer leave, attendance, and absence policies, including coordinating with trainers during employee training sessions.
• Monitor dedicated phone lines for unscheduled leave requests and enter requests into the WFM system for approval.
• Approve preplanned schedule exceptions and adjust breaks/lunches as needed to maintain schedule integrity.
• Document disruptive callers in shift reports and record law enforcement updates when applicable.
• Manage onboarding/offboarding tasks, including requesting new employee email addresses and assigning appropriate security group access.
• Assist CSRs with technical issues, ticket submissions, and escalation to ADPAC when agents are unable to take calls.
• Maintain accountability for operational activities and take on additional duties as identified by leadership.
  
  

Required Skills And Qualifications

• 4 years of experience in a call center supervisory or leadership role.
• Strong knowledge of Workforce Management (WFM) processes, including scheduling, adherence, and exception handling.
• Excellent communication, coaching, and conflict-resolution skills.
• Ability to monitor queues and performance metrics, with strong analytical and problem-solving abilities.
• Knowledge of progressive discipline processes and performance management best practices.
• Ability to handle escalated customer situations with professionalism and service recovery focus.
• Proficiency in contact center systems, scheduling tools, and reporting platforms.
• Strong organizational and time-management skills.
• Must live within a 50 mile radius of a VA Health Facility for occasional meetings/duties. Check your nearest location here: https://www.va.gov/find-locations
  
  

Desired Skills And Qualifications

• Experience in government or federal contact center environments.
• Familiarity with telephony systems, case management tools, and SharePoint.
• Training and development experience for CSR performance improvement.