Who We Are.
At CMIT, we do more than provide real-world solutions. We deliver
transformative results. Through cutting-edge technology and process
innovations, we are changing how federal and commercial clients worldwide
deliver their mission. A service-disabled veteran-owned small business, we
take pride in serving our nation through exemplary support for our clients and
employees alike.
CALL CENTER SUPERVISOR
The Call Center Supervisor ensures the efficient operation of the Customer
Support Center, overseeing Veteran Service Support Technicians (VSST)
and leads/trainers. This role maintains call center standards, resolves
customer complaints, coordinates on workload management with the government
lead and drives continuous improvement.
Responsibilities
Provide guidance and advice to Agents on call center standards, protocols,
and phone etiquette.
Assist in managing team dynamics, individual employee issues, customer
interaction and resolving simple complaints.
Deliver initial, new, and refresher training content to contracted Agents.
Act as an expert source of information for different product categories
managed by DLC.
Collaborate with Leads, Supervisors, and management on improving call
center performance.
Coach Agents in accordance with established procedures and training
curriculum.
Coordinate with the Chief of Veteran Services and Government FTE Supervisor as
the primary Point of Contact (PoC) for agent workload management,
planning and complex issue resolution.
Provide call data metrics and reporting, validate work performed by
Agents, and sign off on production documents.
Act as the point of contact for the government, ensuring compliance with PWS
requirements.
Manage and assign work to Agents, oversee schedules, and address employee
leave.
Education/Certification Required
High school diploma or equivalent (additional education in business
management/supervision preferred).
Qualifications Required
Minimum of three (3) year of experience in training or leading customer
service staff.
Minimum of five (5) year of experience in a call center, customer
service, or supervisory position.
Intermediate to advanced knowledge of computer programs like Windows,
Excel, and Microsoft Office Suite.
Proficiency with technology, especially computers and software applications.
Advanced typing skills and exceptional verbal and written communication
skills.
Ability to coach, train, motivate employees, and evaluate performance.
Clearance Required
US Citizen - Eligible for VA Public Trust
Who Makes It Happen.
At CMIT, we firmly believe that our innovative solutions are only as
powerful as the teams harnessing them. Our people are more than just
contributors - they are at the heart of everything we do and every success
that we earn. Our employees are offered ample options to design a personalized
benefits package that best meets their needs. Options include:
Medical / Rx
HSA / FSA
Dental & Vision
Life / AD&D
Long & Short Disability
Disability Insurance
Accident Insurance
Critical Illness
Hospital Insurance
Pet Benefits
Education/Training Program
401k Retirement
Generous Paid Time Off
Flexible Parental Leave
Volunteer Time Off
Flexible Work Locations
Alternative Work Schedules
CMIT provides equal employment opportunities to all employees and applicants
for employment and prohibits discrimination and harassment of any type without
regard to race, color, religion, age, sex, national origin,
disability status, genetics, protected veteran status, sexual
orientation, gender identity or expression, or any other characteristic
protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including
recruiting, hiring, placement, promotion, termination, layoff,
recall, transfer, leaves of absence, compensation, and training.
COVID-19 Safety Protocols: To protect the health and safety of its employees
and to comply with customer requirements, employees in certain positions may
be required to be fully vaccinated against COVID-19 or subject to facility
entry safety protocols (e.g., testing, masking, physical
distancing), subject to the status of the federal contractor mandate and
customer site requirements.
Crystal Management, LLC provides equal employment opportunities to all
employees and applicants for employment and prohibits discrimination and