Inbound/Outbound Call Center Supervisor – Care Coordinator
Leidos
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $82,550 - $149,225 per year
About the role
- Lead and Manage Inbound/Outbound Call Center Care Coordinator Team
- Foster a supportive and high-performing team environment that aligns with program goals.
- Plan, coordinate, and monitor all inbound/outbound service activities.
- Ensure customer interactions meet quality standards and service level agreements (SLAs).
- Track performance metrics and implement strategies to enhance customer satisfaction and call handling quality.
- Address escalations promptly and effectively.
- Assist with hiring, onboarding, training, and offboarding of Care Coordinator staff.
- Conduct employee performance reviews and provide ongoing feedback and development.
- Collaborate with leadership to refine processes, address challenges, and enhance operational efficiency.
Requirements
- Bachelors degree and 4+ years of call center supervisory experience.
- Strong customer service skills, knowledge of call center operations
- Knowledge and understanding of military lifestyle and culture.
- Proficient in navigating electronic systems, computer programs, and virtual service platforms.
- Must be an U.S. citizen, speak fluent English, and able to maintain and retain suitability investigation and clearance as required.
Benefits
- competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center operationsperformance metricscustomer satisfactionemployee performance reviewshiringonboardingtrainingoffboardingescalation managementoperational efficiency
Soft skills
leadershipteam managementcommunicationproblem-solvingcollaborationsupportive environmentfeedbackdevelopmentcustomer serviceadaptability