Today
Secret
Unspecified
Unspecified
Salt Lake City, UT (On-Site/Office)
Job Description
Spectrum Healthcare Resources an exciting potential opportunity and we are seeking 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.
Key Responsibilities:
Qualifications:
Job Offers:
Why Join Us?
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
Company Overview:
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 that provides physician and clinical staffing and management services to United States Military Treatment Facilities, VA clinics and other Federal Agencies through various contracting vehicles. A Joint Commission Health Care Staffing Services firm, SHR is the military staffing division of TeamHealth, a Nationwide organization that serves 850 civilian and military hospitals with a team of 9,600 affiliated health care professionals.
EOE/Disabled/Veterans
Location : Location
US-UT-Salt Lake City
Recruiter : Full Name: First Last
Laura Hatcher
Direct phone number
3147444156
Recruiter : Email
Laura_Hatcher@spectrumhealth.com
Spectrum Healthcare Resources an exciting potential opportunity and we are seeking 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.
Key Responsibilities:
- 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.
Qualifications:
- 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.
Job Offers:
- Full time Monday-Friday
- Medical / Dental / Vision / 401k
- PTO and sick time
- Paid Federal Holidays
Why Join Us?
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
Company Overview:
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 that provides physician and clinical staffing and management services to United States Military Treatment Facilities, VA clinics and other Federal Agencies through various contracting vehicles. A Joint Commission Health Care Staffing Services firm, SHR is the military staffing division of TeamHealth, a Nationwide organization that serves 850 civilian and military hospitals with a team of 9,600 affiliated health care professionals.
EOE/Disabled/Veterans
Location : Location
US-UT-Salt Lake City
Recruiter : Full Name: First Last
Laura Hatcher
Direct phone number
3147444156
Recruiter : Email
Laura_Hatcher@spectrumhealth.com
group id: 10342732
