Call Center Supervisors

Overview

This position description is subject to change at any time as needed to meet the requirements of the program or company.

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Advantor Systems is dedicated to providing the highest quality comprehensive proprietary and integrated solutions to help our U.S. Military and government customers protect critical assets through experience, integrity, hard work and loyalty. (Advantor Systems is a wholly-owned subsidiary of V2X, LLC.)

V2X and Advantor are seeking experienced and results-driven Call Center Supervisors to lead a team of customer service agents supporting a federal government contract. The ideal candidates will have a strong background in call center operations, excellent leadership skills, and a passion for delivering exceptional customer experiences.

Under the supervision of the Call Center Manager, the Call Center Supervisor is responsible for the team’s timely answering of phones calls, messages and emails from the contracted customer, ensuring maintenance issues are properly documented in the CRM platform, and timely forwarding the maintenance requests to the appropriate Original Equipment Manufacturer (OEM). They will also ensure Call Center team members are logged in and ready for their shift at the shift start times, backfilling any team members out for either scheduled PTO or illness.

Responsibilities

Major Job Activities: 

• Supervise a team of customer service agents to achieve service level agreements, quality, and productivity targets.
• Monitor and evaluate call quality, providing feedback and coaching to agents to improve performance.
• Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction.
• Analyze and report on key performance indicators (KPIs) such as call volume, abandon rate, and customer satisfaction.
• Collaborate with other teams to resolve customer issues and improve overall customer experience.
• Develop and implement training programs to improve agents’ skills and knowledge.
• Conduct performance evaluations, provide coaching, and implement corrective actions as needed.
• Assist in the development of Call Center policies, procedures, and standards.
• Supervise Call Center Agents to ensure contract compliance.
• Schedule Call Center team members shift work.
• Ensure Call Center staffing is met at shift start and backfill as required.
• Monitor Call Center team members shift performance and make corrections as needed.
• Review CRM documentation throughout the shift to ensure contract compliance.
• Facilitate any adjustments required to Call Center team to meet increase Call Center demands.
• Facilitate a smooth hand off to oncoming shift.
• Respond to incoming calls, emails and messages within the prescribed time limits.
• Properly identify customer questions, complaints, concerns and overall needs.
• Provide sufficient answers and solutions to customer queries.
• Direct customers to appropriate departments as required.
• Follow all communication procedures, policies, guidelines and instructions during every customer interaction.
• Reports to the Call Center Manager.

Qualifications

Minimum Qualifications: 

• Minimum high school diploma.
• Minimum of 2 years customer service / call center experience.
• Ability to successfully pass a federal background check.
• A current TSA Suitability Determination is preferred; ability to obtain Determination is required.
• Exceptional customer service, active listening, verbal and written communications skills, and a professional phone voice.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Able to quickly understand company services and policies.
• Proficient with computers, CRM software and Microsoft Office products.
• Ability to work varying shifts, including evenings, weekends, and holidays as required.
• Excellent communication and customer service skills with the ability to work unsupervised in a team environment.

Benefits:

Our employees enjoy a competitive benefit package including health medical plans, vision, dental, 401(k) match, educational reimbursement along with a flexible work schedule and extra personal days off. 

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

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