Call Center Supervisor (Dual-Hatted as Deputy Program Manager)

Employment Type: Part-Time
Clearance Requirement: Tier 3 (T3) CAC mandatory

Position Overview

The Call Center Supervisor serves as the on-site operational lead for call center activities and is dual hatted as the Deputy Program Manager. This role provides real-time supervision of Customer Care Representatives and Non-Medical Case Managers, ensures compliance with service-level agreements, and supports overall program execution. The position also serves as the Government’s primary operations point of contact for call center performance and escalation during operational hours.

Key Responsibilities

• Provide direct, real-time supervision of all Customer Care Representatives and Non-Medical Case Managers during operational hours (0800–2000 ET).

• Supervise staff providing social services, counseling, and community outreach support.

• Coordinate program activities to ensure service delivery standards are consistently met.

• Perform real-time oversight of sensitive calls in accordance with federal requirements.

• Monitor live calls and conduct side-by-side coaching to ensure quality and compliance.

• Approve schedule changes and manage daily staffing adjustments.

• Perform quality assurance reviews and corrective action as needed.

• Serve as first-level escalation for complex or sensitive caller issues.

• Ensure service-level compliance, including:

  • • 90% of calls answered within 30 seconds
  • • 3% call abandon rate

• Manage caseload distribution, documentation, and reporting requirements.

• Oversee field operations and regional service coordination.

• Prepare and deliver daily and weekly performance reports to the Program Manager.

• Serve as the Government’s primary operations point of contact for call center performance.

• Support Deputy Program Manager functions as required, including operational coordination and issue resolution.

Required Qualifications

• Bachelor’s degree from an accredited institution.

• Minimum of 5 years of progressive contact-center experience.

• At least 2 years of supervisory experience managing 15 or more personnel.

• Demonstrated ability to manage real-time call center operations and performance metrics.

• Ability to obtain and maintain a Tier 3 (T3) clearance and Common Access Card (CAC).

Preferred Certifications

• Contact Center Supervisor Certification (e.g., ICMI, HDI, or equivalent).

Key Competencies

• Call center supervision and workforce management

• Real-time performance monitoring and coaching

• Quality assurance and service-level compliance

• Staff supervision and escalation management

• Reporting and performance analysis

• Stakeholder communication

• Federal operations professionalism

THIS POSITION IS CONTINGENT UPON AWARD.