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On Site Supervisor

2 months ago

Denver, United States Terrestris LLC Full time
Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We are seeking an On-Site Supervisor who will provide guidance and advise Agents on the standards and protocols of the VA call center.

I've never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the On-Site Supervisor at Terrestris do?

Big picture, the on-site Supervisor shall have full authority to act on behalf of the contractor on all matters relating to the daily performance of the PWS requirements including coordinating with the COR, managing and assigning work to Agents, and managing contract employee leave, schedules, timecards, etc.

The Supervisors' primary purpose is to monitor the performance of the VSST; ensuring customer service runs efficiently and effectively, and that VSSTs remain optimally productive throughout the contract.

What does a typical day look like for the On-Site Supervisor?

You will:
  • Coach Agents in accordance with the established standard operating procedures and training curriculum.
  • Coordinate with the Chief of Veteran Services and the Government FTE Supervisor for the Call Center to ensure appropriate coverage is in place during the business operating hours.
  • Provide the Government with call data metrics.
  • Interact with customers and other members of the VSD team with respect, courtesy, focus, and professionalism.
  • Actively participate in improving the VSD's Call Center performance by assisting in balancing all workload requirements, responding to management requests for information or ideas that enhance the effective operation of the phone lines, and completing and/or reinforcing customer service training.
  • Be responsible for the services performed by Agents.
  • Validate all work performed by the Agents before signing off on production summary documents.
  • Work with DLC management on complex issues and concerns.
  • Provide a summary of all duties performed by and/or Agents' accomplishments not later than the close of business on the last duty day of each week for the prior week.
  • Remain on site for the entire term of the contract.
What qualifications do you look for?

You might be the leader we're looking for if you have:
  • Minimum 5 years customer service
  • Skills related to planning work schedules and assignments (on an ongoing basis) and adjusting work procedures within CSC as necessary to satisfactory production levels.
  • Ability to develop and submit reports, briefings, prepare spreadsheets, and operating procedures.
  • Ability to apply analytical and evaluative strategies to implement the Call Center performance measurements and metrics that define success.
  • Problem-solving skills, including resolution of issues that cross the inter-disciplinary lines of the VA business.
  • Ability to handle conflict constructively, professionally, and appropriately.
  • High school diploma or equivalent, but additional higher education, specifically in business management/supervision, is preferred.
  • A minimum of one year experience in a call center, customer service, or supervisory position.
  • Proficiency with technology, especially computers, software applications like Windows, Excel and Microsoft Office Suite, advanced typing skills, and knowledge of multi-line phone systems.
  • Advanced/exceptional verbal and written communication skills.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Experience and knowledge in administratively maintaining files, generating reports, and keeping timecards.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, dental, and vision coverage, a retirement plan, and a profit-sharing/bonus plan. We also believe strongly in maintaining a quality work-life balance, so we offer a leave package that includes Paid Time Off, holidays, sick days, and a fun, creative work environment.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT © 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved.