Job Description


Contact Center Manager

ID 2025-24417 Category Administrative - Contact Center Supervisor Facility VA - Nevada - VA Sierra Nevada Health Care System, Reno

Job Description

Spectrum Healthcare Resources (SHR) has a potential opportunity for a Contact Center Supervisor with the Veteran's Experience Office (VEO).

What You’ll Do

  • Supervise and support a team of 100 Contact Center Agents and 5 Senior Agents (approximately 13 staff per supervisor).

  • Provide coaching, mentoring, and reinforcement of training to help staff deliver exceptional customer service.

  • Actively participate in workload balancing and process improvements to enhance overall contact center performance.

  • Collaborate with clients, leadership, and peers to ensure operational excellence.

  • Respond positively to management requests and contribute ideas to improve efficiency and the Veteran experience.

    • Qualifications

  • Bachelor’s degree (BA/BS) required.

  • Minimum 2 years of experience as a contact center supervisor and 4 years of call center experience.

  • Strong leadership, problem-solving, and communication skills.

  • Ability to motivate teams, foster collaboration, and drive results.

    • Work Environment &

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