The Call Center Supervisor provides daily operational leadership for Customer Care Representatives and Shift Team Leads supporting the Wounded Warrior Call Center. The Supervisor oversees staffing, workload management, customer service quality, employee coaching, performance monitoring, and compliance with all contractual service requirements to ensure exceptional support for wounded, ill, and injured service members and their families.

**This position is contingent upon contract award**

Responsibilities

• Supervise daily call center operations.
• Manage employee schedules and staffing assignments.
• Monitor service levels and ensure contractual response times are met.
• Coach and mentor Customer Care Representatives and Shift Team Leads.
• Review quality assurance findings and implement corrective actions.
• Monitor productivity, attendance, and performance metrics.
• Assist with hiring, onboarding, and employee development.
• Resolve escalated customer concerns.
• Coordinate with Government representatives regarding operational issues.
• Ensure accurate documentation within MCWIITS.
• Prepare operational reports and performance summaries.
• Promote continuous improvement and customer service excellence.

Qualifications

• Associate’s degree or 5 years of equivalent experience.
• US Citizenship and the ability to pass a federal background check.
• Strong leadership and personnel management skills.
• Experience managing workforce schedules in a 24/7 operation.
• Knowledge of workforce management systems.
• Excellent customer service and conflict resolution skills.
• Ability to analyze operational metrics and implement improvements.
• Strong communication and organizational skills.
• Experience with Microsoft Office and electronic case management systems.

Desired Qualifications

• Experience supporting military or government call center operations.
• Experience supervising healthcare or social services customer support.
• Familiarity with MCWIITS.
• Experience with quality assurance and workforce management software.