What are the responsibilities and job description for the Call Center Supervisor position at TDB Communications, Inc.?

Call Center Supervisor

TDB Communications, Inc. is seeking full-time, onsite Call Center Supervisor to join our team in Washington, DC. Since 1999, our employees have been entrusted with helping the business of government work better for our customers. We are looking for an experienced Supervisor to supervise and motivate our customer service representatives to meet and exceed our client's expectations. The supervisor will serve as first point of contact to customer service staff and will facilitate positive and constructive feedback to ensure their team(s) have the tools they need to succeed in their role.

Location : 1111 19th St, NW, 10th Floor, Washington, DC 20036

Salary : $60k - $70k , depending on experience

Benefits : Medical, Dental, Vision, and 401k benefits available

Hours : Hours of Operation : 7 : 45 AM -5 : 00 PM, Eastern Time, Monday - Friday. Candidate must be able to work any assigned 8-hour shift between these hours

Start Date : 4 / 1 / 25

Duties :

Be a model citizen between all levels of employee engagement.
Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
Perform tasks to assure service level requirements mandated by client is achieved
Assume leadership responsibility for department tasks and call center activities as required
Complete and deliver employee performance appraisals.
Supervisors will work closely with customer service representatives and other Supervisors as well as Operations Representatives, Customer Service Managers and Program Managers within functional areas of the project.
Participate in interview process and recommend hiring call center staff.
Knowledge of the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
Attend Calibration sessions for the purpose of keeping current on quality changes.
Facilitate and deliver training as required under department guidelines including EJT, initiatives, and up training.
Act as a Point of Contact as required
Support and enforce call center expectations as well as departmental and corporate policies and procedures.
Log in to Queues as required during high call volume and / or all hands status.
Communicate pertinent program updates in a timely manner.
Maintain department records.
Complete and deliver performance warnings as applicable.
Review contract scope and requirements.
Perform other duties as assigned.

Education and Qualifications :

High School Diploma or equivalent, 2-year post-high school Degree, or Bachelor's degree.

Typical, 2-4 years of working experience in related fields

A minimum of two years of previous experience for a government or private sector inbound customer service center or related field.

Knowledge of basic help desk software, computer software and Microsoft Office applications.

Problem-solving skills to bring inquiries to effective resolution required.

Ability to communicate effectively in English, both verbally and in writing

Uses good judgment, ability to make independent decisions and proactively problem solve as required

Must be organized and have strong time management skills

May be required to work off-shift, and occasional travel to customer and other client sites.

Experience with, or knowledge of, the Medicare Program and health insurance industry preferred.

Must have PC skills (Microsoft Office) with an emphasis on Excel.

Basic math skills required.

Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.

Ability to interact with all levels of management.

Strong analytical and organizational skills.

Bilingual is preferred, not required.

About TDB TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions. Since 1999, we have deployed thousands of employees for 70 agencies in 30 states. We've have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in additional to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.

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Middle Name (Required) Last Name

Street Address (please include apartment number).

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Check here if you have worked as a CSR for TDB Communications, Inc. before. Job Associated Questions 2.This position requires our candidates reside in or near Washington, DC. Do you reside in Washington, DC?

YesNo 3. Do you have at least 2 years of Call-Center experience?

YesNo 1. Does candidate have a high school diploma (or equivalent)?

YesNo Employer Education Self-Identification (Voluntary) As a Federal contractor, we are required to ask for certain information from candidates for our jobs. If you choose not to self-identify, you are free to select that choice. The information we gather here helps us report our compliance with our EEO and Veterans hiring obligations. For your reference :

Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.

White (not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa .

Black or African American (not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa .

Native Hawaiian or Other Pacific Islander (not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii , Guam, Samoa, or other Pacific Islands .

Asian (not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.

American Indian or Alaska Native (not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America ), and who maintain tribal affiliation or community attachment.

Two or More Races (not Hispanic or Latino) - A person who identifies with more than one of the following, as defined above : White; Black or African American; Native Hawaiian or Other Pacific Islander; Asian; or American Indian or Alaska Native. Form CC-305 Voluntary Self-Identification of Disability OMB Control Number 1250-0005

Expires 04 / 30 / 2026

Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders

Epilepsy or other seizure disorder

Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome

Intellectual or developmental disability

Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD

Missing limbs or partially missing limbs

Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and / or other supports

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability.

Disabilities include, but are not limited to :

Alcohol or other substance use disorder (not currently using drugs illegally)

Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV / AIDS

Blind or low vision

Cancer (past or present)

Cardiovascular or heart disease

Celiac disease

Cerebral palsy

Deaf or serious difficulty hearing

Diabetes

Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)

Neurodivergence, for example, attention-deficit / hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities

Partial or complete paralysis (any cause)

Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema

Short stature (dwarfism)

Traumatic brain injury

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov / ofccp. PUBLIC BURDEN STATEMENT : According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. VOLUNTARY SELF-IDENTIFICATION OF VETERAN STATUS

Why are you being asked to complete this form?

1. This employer is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment : (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. These classifications are defined as follows :

A "disabled veteran" is one of the following :

A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or

A person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Protected veterans may have additional rights under USERRA-the Uniformed Services Employment and Reemployment Rights Act. In particular, if you were absent from employment in order to perform service in the uniformed service, you may be entitled to be reemployed by your employer in the position you would have obtained with reasonable certainty if not for the absence due to service. For more information, call the U.S. Department of Labor's Veterans Employment and Training Service (VETS), toll-free, at 1-866-4-USA-DOL.

2. If you believe you belong to any of the categories of protected veterans listed above, please indicate by checking the appropriate box below. As a Government contractor subject to VEVRAA, we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. 3. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information provided will be used only in ways that are not inconsistent with the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended.

4. The information you submit will be kept confidential, except that (i) supervisors and managers may be informed regarding restrictions on the work or duties of disabled veterans, and regarding necessary accommodations; (ii) first aid and safety personnel may be informed, when and to the extent appropriate, if you have a condition that might require emergency treatment; and (iii) Government officials engaged in enforcing laws administered by the Office of Federal Contract Compliance Programs, or enforcing the Americans with Disabilities Act, may be informed. EEO Disabled EEO Gender EEO Veteran EEO Ethnicity Your Name Signature (checking the checkbox is equivalent to a handwritten signature) Today's Date Last 4 of SSN

Salary : $60,000 - $70,000

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