Call Center Supervisor - Serco North America

Looking for a fast paced and challenging opportunity? The Call Center Supervisor will be part of a dynamic team supporting customers with veteran's benefits claims. Bring your expertise and collaborative skills to make an impact on Veteran's in need of assistance!  

As a Call Center Supervisor, you can expect to: 

• Utilize a virtual web-based desktop to oversee the work of a team of up to 20 call agents who handle Veteran’s benefits claims through the VA system.  
• Attend operational meeting and monitor the quality of up to 20 call agents to ensure compliance with all applicable guidelines and/or policies.  
• Oversee the workforce to ensure all team members have an approved schedule and complete timecards and other administrative deliverables timely and accurately. 
• Provide regular written and oral communications to program management, and other key internal and external stakeholders in regard to program compliance, schedules, risks, issues, personnel actions and other program matters. 
• Answer complex or simple questions related to a specific policy, procedure and/or guideline and otherwise reinforce training on matters regarding contact center operations.  
• Coach call agents and ensure staffing and skill sets are appropriately assigned to meet daily volume projections. 
• Provide real-time monitors and controls to ensurefluent, efficient, empathetic, and accurate customer service is being provided in accordance with Veterans Experience Office and Serco guidance and industry best practices. 

Candidates must be willing to work in-person out of the Shepherdstown, WV office.

To be successful in this role you will: 

• A B.A/B.S in business management or equivalent degree in an associated field from an accredited institution is preferred, but not required 
• 1 (One) Year of Supervisory experience and 4 (Four) years of experience in Customer Service (Can be more experience in lieu of a bachelor’s degree). 
• Proficiency within the Microsoft Suite and Workforce Management Software 
• Flexibility to cover operational hours for the Call Center (24/7). 

If you are interested in supporting and working with our customers and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.