Call Center Supervisor – Veteran Affairs Support
The Veteran Affairs Call Center provides 24/7 nationwide support to Veterans, dependents, and stakeholders across 22 VA Regional Offices. Services include benefits assistance, appointment coordination, case status updates, referrals, and escalation support. Operations run on three shifts to ensure continuous coverage. Shifts: • Day Shift • Evening Shift • Overnight Shift • (Weekend and holiday coverage required) Work Location: Nationwide (remote and/or regional office-based, as applicable) Education: Bachelor’s degree preferred (experience may substitute) Job Summary The Call Center Supervisor oversees daily operations, staff performance, and service quality for VA call center agents. This role ensures compliance with VA policies, federal regulations, and service-level agreements (SLAs), while maintaining high-quality Veteran-focused customer service. Key Responsibilities: • Supervise and manage Senior Agents and Agents across assigned shifts • Monitor call volumes, response times, and performance metrics • Ensure 24/7 operational readiness and staffing coverage • Conduct coaching, performance evaluations, and corrective actions • Handle escalated Veteran inquiries and complex cases • Ensure compliance with VA standards, HIPAA, and federal data security requirements • Prepare reports for VA leadership and program management • Coordinate with regional offices and stakeholders as needed • Other duties as assigned. Qualifications: • Bachelor’s degree preferred • 3–5 years of call center or customer service leadership experience • Prior experience supporting government or VA programs strongly preferred • Strong leadership, communication, and problem-solving skills • Ability to work rotating shifts as required Pay: $50,749.76 - $61,117.99 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Health savings account • Life insurance • Paid time off • Referral program • Retirement plan • Vision insurance Experience: • customer service: 3 years (Required) Shift availability: • Day Shift (Preferred) • Night Shift (Preferred) • Overnight Shift (Preferred) Work Location: Remote Apply tot his job