What are the responsibilities and job description for the Call Center Supervisor (Part-Time) position at Whitespace Innovations?
Employment Type: Part-Time
Position Description
Supervises staff providing social services, counseling, or community outreach. Coordinates program activities and ensure service delivery standards. Manages caseloads, documentation, and reporting requirements. Oversees field operations and regional service coordination. Serves as the Government’s primary operations point of contact for call-center performance.
Duties and Responsibilities
- Provide direct, real-time supervision of all Customer Care Representatives and Non-Medical Case Managers during operational hours (0800–2000 ET)
- Ensure service-level compliance, including: 90% of calls answered within 30 seconds / 3% call abandon rate
- Monitor live calls and conduct side-by-side coaching
- Approve schedule changes
- Perform quality assurance reviews
- Serve as first-level escalation for complex caller issues
- Manage caseloads, documentation, and reporting requirements
- Coordinate program activities and field operations, including regional service coordination
- Prepare daily and weekly performance reports for the Program Manager
- Maintain real-time oversight of sensitive calls
Education Requirements
- Bachelor’s degree
Experience Requirements
- 5 years of progressive contact-center experience
- Minimum of 2 years supervising 15 or more personnel
Certifications
- Contact Center Supervisor Certification (e.g., ICMI or HDI)
Security Requirements
- Real-time oversight of sensitive calls
- T3 Investigation and Common Access Card (CAC) required
THIS POSITION IS CONTINGENT UPON AWARD.