Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (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: