Call Center Supervisor- Veteran Affairs Support

Golden Key Group

12d • Remote

About The Position

The Veteran Affairs Call Center provides 24/7 nationwide support to Veterans, dependents, and stakeholders across 22 VA Regional Offices. Services include benefits assistance, appointment coordination, case status updates, referrals, and escalation support. Operations run on three shifts to ensure continuous coverage.
This announcement is associated with GKG's Future Opportunities. Future Opportunities includes contract driven professional services that are in proposal, source selection, or recently awarded. Expressing interest in GKG's Future Opportunities offers you the ability to share your capabilities and career interests with GKG; aligning your next step with your career goals!
The Call Center Supervisor oversees daily operations, staff performance, and service quality for VA call center agents. This role ensures compliance with VA policies, federal regulations, and service-level agreements (SLAs), while maintaining high-quality Veteran-focused customer service.

Requirements

• 3–5 years of call center or customer service leadership experience
• Strong leadership, communication, and problem-solving skills
• Ability to work rotating shifts as required

Nice To Haves

• Bachelor’s degree
• Prior experience supporting government or VA programs strongly preferred

Responsibilities

• Supervise and manage Senior Agents and Agents across assigned shifts
• Monitor call volumes, response times, and performance metrics
• Ensure 24/7 operational readiness and staffing coverage
• Conduct coaching, performance evaluations, and corrective actions
• Handle escalated Veteran inquiries and complex cases
• Ensure compliance with VA standards, HIPAA, and federal data security requirements
• Prepare reports for VA leadership and program management
• Coordinate with regional offices and stakeholders as needed
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level