Remote Assistant Program Manager - Veteran Affairs Call Center

Description

Remote Eligibility

This position is remote eligible as long as you are within 50 miles from an accepted site of service at one of these Veteran Affairs Facilities:

• Alabama: Mobile. Arizona: Phoenix, Tuscan. Idaho: Boise. Kentucky: Louisville. Louisiana: New Orleans. New Mexico: Albuquerque. Nevada: Las Vegas. North Carolina: Fayetteville. Ohio: Cleveland, Dayton. Tennessee: Memphis. Texas: Houston, Lubbock. Washington: Spokane

Position Summary

Functions under the supervision of the Program Manager (PM) to assist with the operation of the contact center and to serve as Acting Program Manager in the absence of the PM. 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.

Responsibilities

• Ensures new supervisors meet competency requirements for supervisor role and for shift lead role

• Provide one-to-one coaching to supervisors.

• Reinforce standards, and use progressive discipline when compliance continues to be an issue.

• Ensures key performance metrics are met or exceeded.

• Ultimately responsible for customer 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 all staff complete mandatory training (including training in the VA Talent Management System) in a timely manner.

• 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.

• Responsible for adhering to all Standard Operating Procedures (SOP) and other directives.

• Responsible for providing 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.

Requirements

• At least 8 years of progressive call center management experience in a variety of industries (healthcare, Government, service).

• Ability to lead and mentor supervisors and staff.

• Batchelor's degree in healthcare management, business management, or equivalent required.

• US citizenship required.

• Ability to pass a federal background check and all credentialing procedures.

This job is CONTINGENT upon contract award, client approval, completion of a favorable background investigation, and the ability to obtain and maintain a Public Trust / High Risk clearance.

Valor Healthcare is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status