Contact Center Supervisor

Location: Remote | Must reside within 50 miles of a Veterans Affairs Medical Center (Phoenix, Salt Lake City, or Reno)

Spectrum Healthcare Resources has an exciting potential opportunity for a Contact Center Supervisor to support the Veterans Experience Office (VEO) Contact Center. This role is ideal for a motivated leader with strong call center expertise who is passionate about improving customer service experiences for Veterans and their families.

Lead and support a team of 100 Contact Center Agents and 5 Senior Agents (approx. 13 per supervisor).

• Provide coaching, mentoring, and performance feedback to drive agent success.

• Monitor workload distribution, oversee telephony queues, and ensure coverage meets service standards.

• Identify training needs, reinforce best practices, and apply progressive discipline when necessary.

• Manage attendance, leave requests, and schedule exceptions in coordination with Workforce Management.

• Address escalated customer concerns and oversee service recovery to ensure Veteran satisfaction.

• Facilitate onboarding/offboarding processes, email/security access setup, and compliance with policies.

• Hold regular team meetings, 1:1 coaching sessions, and performance reviews.

• Step in as an agent/senior agent during high call volume to ensure smooth operations.

• Maintain documentation for incidents, disruptive callers, and shift reports.

• Collaborate with leadership to implement process improvements that enhance contact center efficiency.

• Education: Bachelor's degree required (BA/BS).

• Experience: Minimum of 2 years as a Contact Center Supervisor and 4 years of call center experience.

• Strong knowledge of Workforce Management processes and call center operations.

• Excellent leadership, communication, and conflict-resolution skills.

• Ability to motivate a large, diverse team in a fast-paced environment.

• Must live within 50 miles of a Veterans Affairs Medical Center (Phoenix, Salt Lake City, or Reno).

• Full-time, Monday-Friday schedule

• Medical, Dental, and Vision insurance

• 401(k) retirement plan

• Paid Time Off and sick leave

• Paid Federal Holidays

This is more than just a supervisory role-it's an opportunity to make a lasting impact on the experience of Veterans seeking care and support. As a Contact Center Supervisor, you'll be at the center of ensuring quality service, guiding professional growth for your team, and helping to shape a customer experience that truly matters.

For More Information Contact:
Laura Hatcher | 314-744-4156 | Laura_Hatcher@spectrumhealth.com

Spectrum Healthcare Resources (SHR) was established in 1988 to deliver systems and processes designed to meet the unique needs of Military and VA Health Systems. SHR is a leading organization providing physician and clinical staffing and management services to U.S. Military Treatment Facilities, VA clinics, and other Federal Agencies. A Joint Commission Health Care Staffing Services firm, SHR is the military staffing division of TeamHealth, a nationwide organization serving 850 civilian and military hospitals with a team of 9,600 affiliated healthcare professionals.

EOE/Disabled/Veterans