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Description

Job Title: Remote Contact Center Supervisor

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Summary

The Contact Center Supervisor is a full-time employee of Zeiders responsible for overseeing workforce planning and management processes, including forecasting staffing needs, scheduling service delivery within the call center. This role supervises a geographically dispersed team of Remote Centralized Schedulers, reports directly to the Clinical Operations Manager, and is a member of the Virtual Clinical Counseling (VCC) Program Supervisory team. The Contact Center Supervisor is responsible for determining the qualified staffing needs, coordinating with government points of contact, and monitoring compliance with contract and company requirements.

The successful individual will coordinate with various corporate partners and government customers to meet program objectives through resource management. In addition, they will provide outcome-based metrics to showcase the success of the program.

Essential Duties and Responsibilities

+ Scheduling and Staffing:

+ Create and manage employee schedules to ensure coverage of service delivery requirements.

+ Monitor real-time call center operations and proactively adjust staffing based on needs and unexpected changes, to include unanticipated surge support.

+ Coordinate with remote VCC supervisors to meet service delivery requests and plan for peak periods.

+ Data Analysis and Reporting:

+ Create and execute a system to track operational and performance metrics within the call center.

+ Analyze data to identify trends, inefficiencies, and areas for improvement.

+ Conduct quality assurance activities to evaluate call center effectiveness and adherence to performance standards.

+ Prepare and present reports on call center metrics using data analysis and visualization tools (e.g., Excel, PowerPoint) for internal and external stakeholders using both qualitative and quantitative data.

+ Implement process improvement based on operational and performance metrics analysis and staff feedback.

+ Technology Utilization:

+ Serve as subject matter expert (SME) on the call center platform, including collaboration with the platform vendor to address service requests, systems updates, and administrative functions.

+ Coordinate training, user support, and troubleshooting to Remote Centralized Schedulers to ensure uninterrupted operations and workflow disruptions.

+ Manage daily operations of team within call center platform, including queue monitoring, and real-time adjustments.

+ Liaison with the Business Information Systems Manager (BISM) for technology needs or challenges related to the call center.

+ Manage quality assurance and data integrity for accuracy in call center systems.

+ Collaborate with program leadership to identify platform improvement and workflow optimizations.

Supervisory Responsibilities

+ Is responsible for the overall direction, coordination, and evaluation of Remote Centralized Schedulers and Lead Schedulers. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Qualifications

+ Bachelor’s degree in a social science or related behavioral science field, OR a combination of social science education and equivalent experience to a bachelor’s degree, OR four years equivalent experience.

+ Two years’ experience managing, coordinating or supervising the delivery of remote customer service, including workforce scheduling and planning/forecasting.

+ One year of experience analyzing and synthesizing data using reporting tools and using automated systems to prepare presentations using technology tools.

+ Proficiency with call center workforce management and scheduling platforms or willingness to quickly develop SME-level expertise.

+ Experience with data management, quality assurance, and compliance processes in a remote environment, including proper handling of confidential and personal health information.

+ Must possess professional knowledge of social services and/or education delivery systems.

+ Proficiency in use of Microsoft Office Suite, including Excel & Word.

+ Experience working in a team-oriented, collaborative environment.

+ Strong math skills and ability to perform statistical analysis.

+ Ability to independently identify contract needs and coordinate with other members of the organization to fulfill contract needs and requirements.

+ A consultative, forward-thinking outlook that can proactively bring new ideas and solutions to the table.

+ Strong organizational, time management, and planning skills.

+ Proven experience to manage multiple tasks and prioritize effectively.

+ Excellent, written, oral communication and interpersonal skills.

+ Keen attention to detail.

+ Flexibility to work outside standard business hours to address urgent staffing needs or during peak periods.

Preferred Qualifications

+ Microsoft Dynamics experience

+ Experience supervising call center staff

+ Experience managing teams that are geographically dispersed or working across multiple time zones.

+ Related experience with Veterans Administration and the military through prior work experiences.

+ Experience with the Fleet and Family Support Programs

+ Preference for former Military or Military Spouse or Veteran or Wounded Warrior

Other Requirements

+ Must pass a pre-employment background check and be able to obtain and maintain a government clearance.

+ All positions that require access to U.S. Government facilities and systems require U.S. Citizenship, and reliable transportation to travel to assigned locations and nearby facilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

+ Ability to work both independently and as part of a team.

+ Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

+ Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

+ Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

+ Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

+ Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

+ Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well. Effectively influences actions and opinions of others. Accepts feedback from others. Gives appropriate recognition to others.

+ Mathematical Skills - Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, etc. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

+ Problem Solving - Ability to solve complex technical, managerial, or operational problems and evaluate options based on relevant information, resources, well-rounded experience, and knowledge.

Physical Demands

Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: As this is a telework position, employee must provide a dedicated professional workspace that provides a secure, private environment suitable for telework. This includes meeting all job expectations to include completing projects and daily work, attending meetings on video, and having no distractors or personal responsibilities during normal working hours.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c))