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Position Summary
The Customer Service Representative III / Shift Lead oversees daily operator activities, supports shift coverage, monitors call flow, and assists with emergency communication procedures. This role serves as the on-shift supervisor and provides operational support as an alternate to the Program Coordinator.
Essential Duties and Responsibilities
- Oversee operator performance, shift coverage, and daily coordination of assigned personnel.
- Prepare duty schedules, PTO coverage plans, and shift assignments to support continuous service requirements.
- Monitor call flow, customer service quality, and adherence to established communication procedures.
- Conduct audits of telephone instruments, supplies, and work area readiness.
- Prepare incident reports, caller complaint documentation, and related operational records as required.
- Train new operators on procedures, communication expectations, and contract-specific requirements.
- Support emergency response procedures, escalation protocols, and timely communication with appropriate personnel.
- Serve as an on-shift resource for operators and assist with resolving routine operational issues.
Minimum Qualifications
- Minimum of two (2) years of call center, switchboard, customer service, or related communication experience.
- Minimum of one (1) year of supervisory, lead, or team coordination experience.
- Strong communication, customer service, and documentation skills.
- Ability to work in a fast-paced environment and respond appropriately to urgent or emergency communications.
- Must be eligible to successfully complete required VA background checks.
Preferred Competencies
- Shift leadership and operator support
- Schedule coordination and coverage planning
- Customer service quality and professionalism
- Emergency communication support
- Documentation accuracy and follow-through
All Contractor personnel performing work under this contract must complete a favorable background investigation and be eligible to obtain a Department of Defense (DoD) Common Access Card (CAC).
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