Remote Medical Contact Center Supervisor

As a Contact Center Supervisor, you will be responsible for monitoring the daily operations of a team providing customer service to veterans in a VA Medical Disability Claims contact center. The Contact Center Supervisor will oversee a team of 15 contact center agents, ensuring quality customer experience and meeting performance metrics. This position requires strong communication and leadership skills with the ability to prioritize and delegate effectively. As the Supervisor, you will conduct regular coaching and feedback sessions with team members and report to the Contact Center Lead. Additional responsibilities include participating in interviews, hiring recommendations, and completing performance evaluations for assigned team members.

WORKSITE: Remote

WORK SCHEDULE: Shifts are to be determined, the call center operates from 6:45 am to 12:00 pm, seven days a week

COMPENSATION: 22.00 -24.00 per hour

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment
• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)
• Free TeleMedicine and Mental Health for all employees and their families
• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO:

• Provide departmental leadership within assigned functional area.

• Supervise contact center employees to ensure productivity, quality, and timeliness of work in assigned projects and departmental goals.

• Monitor CSR quality and performance, providing feedback and coaching as appropriate.

• Monitor staff attendance/schedule adherence and enter exceptions into the workforce management tool as necessary.

• Manage unplanned shrinkage.

• Assist with or deliver training alerts/critical updates to keep the team current on procedural or informational changes.

• Perform tasks to ensure service level and quality requirements are met.

• Participate in interviews and recommend hiring of contact center staff as needed.

• Maintain department records related to CSR coaching and performance improvement.

• Complete employee performance assessments at the end of the assignment.

• Immediately report system issues to the manager or appropriate parties.

• Continually look for and suggest process improvements that benefit customers.

• May be required to work weekends, holidays, or off-shift as necessary.

WHAT YOU'LL BRING:

Education:

• Bachelor's or Associate's degree preferred

• High school diploma or GED required

Experience:

• Six months of supervisory or leadership experience preferred

• 2 - 3 years of Customer Service or Contact Center experience required

Skills and Abilities:

• Excellent customer service, leadership, and team interaction skills required.

• Demonstrated ability to coach team members to higher levels of performance.

• Ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit.

• Proven ability to work as a team member.

Fortuna operates as a staffing agency that sources, screens, and presents potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as various municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.