Contact Center Quality Analyst, Sr. jobs in West Virginia

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:

• Possess a minimum of 4 years of contact center and 1 year of supervisory skills and experience with Call/Customer Service Centers
• BA/BS Degree
• Must be a US Citizen

Required Experience:

• Strong experience working in a fast-paced call center/telephony environment with fluctuating call volume.
• Excellent customer service and interpersonal skills.
• Must be an organized, reliable, and results-driven professional.
• Ability to quickly assess call queues and make staffing or operational adjustments to handle influxes in call volume.
• Experience working with staff and customers of diverse backgrounds and needs.
• Exceptional communication skills (written, verbal) and the ability to communicate in simple and effective terms at all levels of the organization;
• Experience with Microsoft Office: Outlook, Microsoft Teams, Microsoft Word, Excel.

Desired Experience: - a plus!

• Customer Relationship Management (CRM) tool experience;
• Experience working within or supporting a Federal Agency;
• Experience working with the Veterans Health Administration;

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:

• Veterans Health Administration (VHA) -  serving approximately 9 million registered Veterans annually, the VHA is the biggest integrated healthcare network in the United States, with 1,294 healthcare facilities.
• Veteran Community Care Program (VCCP) – allows eligible Veterans to seek care outside of the VHA system through a partnership with several community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFMP) for family member beneficiaries.
• Veterans Benefits Administration (VBA) - Veterans and their eligible dependents can receive assistance with education, health care, home loans, insurance, pensions, vocational rehabilitation, employment, burial and memorial services, and other benefits and services from the VBA.

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:

• Responsible for day-to-day Contact Center operations, including ensuring the Customer Service Representatives (CSR) comply with established business rules and VA Policy.
• Monitors Tier 1 call queues throughout the shift and makes adjustments to CSR breaks and supervisor activities to meet key performance metrics.  
• Understands the Workforce Management process and serves as a liaison between the Customer Service Representative and the WFM team to handle change requests and exceptions to the daily schedule.
• Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule and is responsible for coverage during unplanned absences.
• Identify Customer Service Representatives who are not in compliance with established processes and training gaps, and coach them to improve performance through progressive discipline if needed or appropriate disposition if improvement doesn’t occur. 
• Responsible for ensuring CSRs adhere to assigned schedules and that all adherence and performance metrics are met or exceeded.
• Manages CSR leave requests and coverage and administers the leave and excused/unexcused absence policies and regulations for CSRs under their supervision.
• Responsible for CSR credentialing and system access.