Reports to: Call Center Shift Supervisor

JOB SUMMARY:

The Call Center Lead Agent oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office’s VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA’s complaint management program. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.

EDUCATION & EXPERIENCE

Required

Education:

• Bachelor's Degree

Experience:

• Call Center Support: 3 years (Required)

Language:

• English (Required)

Security:

• Proof of eligibility to work in the United States.
• Ability to pass a federal NACI background check.

Preferred

• Familiarity with the military and Veteran community programs a plus.
• Knowledge of VA benefits and entitlements as well as Veteran issues and concerns is a plus.
• Working knowledge of Salesforce CRM is a plus.
• U.S. Military Veteran or Veteran family members receive additional consideration.

KEY RESPONSIBILITIES

Ensure tasks are assigned to CSRs with a clear plan of action and expectations are clearly defined.

• Monitor CSR work performance and production.
• Field escalated calls from CSRs and overflow calls from agent queues.
• Determine the most appropriate course of action and/or identify alternatives in resolving issues.
• Ask appropriate probing questions to clarify complex or vague requests.
• Prepare well-defined case notes during the call.
• Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging.
• Perform a supervisory review of cases.
• Review reports, case notes, and rosters submitted by CSRs.
• Review CSR call volume reports to evaluate productivity.
• Prepare shift operational assessments, after action reports, and weekly statistical data reports for presentation.

COMPETENCIES

Technical Skills

Knowledge of Contact Center information systems; Knowledge of the VA CCN program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards.

Team Building / Team Player

Influence the actions and opinions of others in a positive direction and build group commitment.

Problem Solving / Analysis

Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Organizational Skills

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

Multi-Tasking / Time Management

Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Leadership

Successfully manage different styles of employees; Provide clear direction and effective coaching.

Empathy / Customer Service

Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.

Coping / Flexibility

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Computer Literacy

Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Communication / People Skills

Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

WORKING CONDITIONS

• Ability to cover any work schedule.
• Works within a standard office environment, with minimal travel.
• Extensive computer work with prolonged sitting and wearing of headset.

**This position is contingent upon contract award**