SteerBridge Strategies is a CVE-Verified Service-Disabled, Veteran-Owned Small Business (SDVOSB) delivering a broad spectrum of professional services to the U.S. Government and private sector. Backed by decades of hands-on experience in federal acquisition and procurement, we provide agile, best-in-class commercial solutions that drive mission success.
Our strength lies in our people—especially the veterans whose leadership, discipline, and dedication shape everything we do. At SteerBridge, we don’t just hire talent—we empower it, creating meaningful career paths for those who have served and those who share our commitment to excellence.
Responsible for ensuring the Customer Service Representative (CSR), Senior CSR, Administrative Assistant and Supervisor comply with established business rules. Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics. Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership.

REQUIRED SKILLS & QUALIFICATIONS

• BA/BS Preferred
• At least 12 years of progressive call center management experience in a variety of industries (healthcare, Government, service)
• Responsible for ensuring the Customer Service Representative (CSR) and Supervisor comply with established business rules.
• Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics.
• Ensures new supervisors meet competency requirements for supervisor role and for shift lead role
• Provide one-to-one coaching to supervisors.
• Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership.
• Reinforce standards, and use progressive discipline when compliance continues to be an issue.
• Ensures key performance metrics are met or exceeded.
• Encounters that may require program manager service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer. This will occur for any interaction with a supervisor that failed to return an aggravated, dissatisfied customer to a state of calm satisfaction. This will include complaints received against a supervisor, issues identified during call calibration or call evaluations, and pre-determined customer satisfaction survey scores.
• Maintains control over attendance, leave and excused absence of employee.
• Ensures supervisors coordinate for coverage of the phone line dedicated to staff for requesting unscheduled time off.
• Ensures all staff complete mandatory training (including training in the VA Talent Management System) in a timely manner.
• Ensure supervisors are entering all unscheduled leave requests into the WFM system for approval by designated WFM section member and approving exception requests appropriately. Breaks and lunches should be moved prior to approving any requests that would be unintentionally overwritten by the exception.
• Follow a standard set of procedures on-boarding/off-boarding personnel.
• Actively participating in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Responsible for the Continuity of Operations (COOP) plan, both providing and adhering to the plan.
• Attendance and participation in all required weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Responsible for all performance deliverables.
• Responsible to adhere to all Standard Operating Procedures (SOP) and other directives.
• Responsible to provide notification of technical issues impacting the ability of agents or supervisors to complete their duties. Any large-scale outages require leadership notification as outlined in the SOP.
• Responsible for other operational activities as identified.
• Responsible for monthly report related to performance metrics and action plan addressing any metric which did not meet standards.
• Responsible for monthly evaluation of each supervisor.
• Responsible for a supervisory backup plan for any supervisor who is on regular or extended leave.
• All Contractors home requirements include hard wired (no WIFI) high speed internet that maintains a 25 Mbps download speed and a 5 Mbps upload speed. Internet speed verification will be required during onboarding or post award for each staff member prior to production.
  A salary commensurate with my experience will be offered.
  SteerBridge Strategies is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignity—regardless of race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any other characteristic protected by law.
  We also provide reasonable accommodations for individuals with disabilities in accordance with applicable laws. If you require assistance during the application process, we encourage you to reach out so we can support your needs

Please refer the Job description for details