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Call Center Supervisor (4763)

Location

Martinsburg, WV

Job Code

4763

\# of Openings

1

Eagle Harbor** **,** a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a **Call Center Supervisor.

POSITION RESPONSIBILITIES:

+ Serve as the primary point of contact for managing all contractor personnel assigned to the contact center support services, ensuring seamless execution of customer service operations in accordance with the contract’s Performance Work Statement (PWS).

+ Responsible for overseeing a team of customer service representatives, ensuring they meet performance standards such as responding to an average of 1,550 daily contacts (e.g., calls, emails, chats) with a 90% service level within 60 seconds and a 5% or lower abandoned call rate, while maintaining professionalism and accuracy standards.

+ Coordinates daily workflows, assigns tasks based on skill levels (e.g., Level 1, 2, or 3 personnel), and monitors team performance using tools like the Avaya Aura Contact Center and MMLD databases, providing weekly and monthly progress reports to the Contracting Officer and Contracting Officer Representative.

+ Ensure personnel are trained and certified, including HIPAA compliance for medical-related queries and Section 508 accessibility standards, scheduling at least one hour of weekly training and coordinating with government-provided training resources to maintain proficiency.

+ Facilitate communication between the contractor team and government stakeholders, conducting regular status meetings with the COR (at least monthly, or as requested) to discuss progress, resolve technical issues, and present deliverables.

+ Maintain a Quality Control Plan (QCP), detailing inspection schedules, corrective actions, and the qualifications of quality control personnel, ensuring compliance with ISO 9001:2000 standards.

+ Manage personnel security requirements, ensuring all employees complete SF-85P forms, eQIP submissions, and CAC applications through the DoD Contractor Verification System, returning CACs and government property on the same day an employee departs. **POSITION REQUIREMENTS:**

+ 2 years of supervisory experience working with ISO 9001:2000 quality standards systems (QSS)

+ 2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.