Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Advanced Management Strategies Group (AMSG) needs a full-time Contact Center Supervisor to join an existing team supporting the Department of Veterans Affairs, Veterans Experience Office’s Customer Experience (CX) team, and Contact Center. This is a Contingent Hire position.
Period of Performance: July/August 2024 – July/August 2029
Place of Performance: Hybrid - Shepherdstown, WV/Remote - Work will be performed remotely upon approval with the requirement to be within 50 miles of a VA facility and the Contact Center site.
Qualifications:
Required Experience:
Desired Experience: - a plus!
Background
The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Contact Center is charged with enhancing Customer Experience (CX) by providing an exceptional customer service experience and addressing the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders.
VEO’s public-facing Contact Center provides a variety of services through the work of both government and contractor full-time equivalent (FTE) staff, supporting:
Scope
Support for an existing Contact Center which operates 24/7 and acts as the first point of contact for general questions about VA benefits and services, provides directory assistance, communicates with customers via a range of channels, assists with basic online resource navigation, triages issues for appropriate resolution, escalates issues that are not resolved at tiered levels to the appropriate resource, provide service recovery, documents into a customer relationship management (CRM) tool, and troubleshoots basic access issues.
Support provided by the Contact Center may include reviewing VA claims, managing Veteran death reports answering inquiries about VA programs and Community Care services. Additionally, tasks may also include answering inquiries regarding disability benefits, handling updates to beneficiary addresses, phone numbers, or emails on file with the VA, changing VA direct deposit information for benefits such as education or pensions, handling benefit letters, adding or removing spouses or other dependents, handling appeals and more.
Role Description
Supports Program Manager in day-to-day oversight of Contact Center Operations including supervising Customer Service Representatives (CSRs), handling escalated calls and issues, quality, and reporting. Identifying operational problems and trends and escalating as necessary to Contact Center Operations Leadership.
Responsibilities of the Contact Center Supervisor may include: