Who We Are.

At CMIT, we do more than provide real-world solutions. We deliver transformative results. Through cutting-edge technology and process innovations, we are changing how federal and commercial clients worldwide deliver their mission. A service-disabled veteran-owned small business, we take pride in serving our nation through exemplary support for our clients and employees alike.

CALL CENTER SUPERVISOR

The Call Center Supervisor ensures the efficient operation of the Customer Support Center, overseeing Veteran Service Support Technicians (VSST) and leads/trainers. This role maintains call center standards, resolves customer complaints, coordinates on workload management with the government lead and drives continuous improvement.

Responsibilities

• Provide guidance and advice to Agents on call center standards, protocols, and phone etiquette.
• Assist in managing team dynamics, individual employee issues, customer interaction and resolving simple complaints.
• Deliver initial, new, and refresher training content to contracted Agents.
• Act as an expert source of information for different product categories managed by DLC.
• Collaborate with Leads, Supervisors, and management on improving call center performance.
• Coach Agents in accordance with established procedures and training curriculum.
• Coordinate with the Chief of Veteran Services and Government FTE Supervisor as the primary Point of Contact (PoC) for agent workload management, planning and complex issue resolution.
• Provide call data metrics and reporting, validate work performed by Agents, and sign off on production documents.
• Act as the point of contact for the government, ensuring compliance with PWS requirements.
• Manage and assign work to Agents, oversee schedules, and address employee leave.

Education/Certification Required

• High school diploma or equivalent (additional education in business management/supervision preferred).

Qualifications Required

• Minimum of three (3) year of experience in training or leading customer service staff.
• Minimum of five (5) year of experience in a call center, customer service, or supervisory position.
• Intermediate to advanced knowledge of computer programs like Windows, Excel, and Microsoft Office Suite.
• Proficiency with technology, especially computers and software applications.
• Advanced typing skills and exceptional verbal and written communication skills.
• Ability to coach, train, motivate employees, and evaluate performance.

Clearance Required

• US Citizen - Eligible for VA Public Trust

Who Makes It Happen.

At CMIT, we firmly believe that our innovative solutions are only as powerful as the teams harnessing them. Our people are more than just contributors - they are at the heart of everything we do and every success that we earn. Our employees are offered ample options to design a personalized benefits package that best meets their needs. Options include:

• Medical / Rx
• HSA / FSA
• Dental & Vision
• Life / AD&D
• Long & Short Disability
• Disability Insurance
• Accident Insurance
• Critical Illness
• Hospital Insurance
• Pet Benefits
• Education/Training Program
• 401k Retirement
• Generous Paid Time Off
• Flexible Parental Leave
• Volunteer Time Off
• Flexible Work Locations
• Alternative Work Schedules

CMIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

COVID-19 Safety Protocols: To protect the health and safety of its employees and to comply with customer requirements, employees in certain positions may be required to be fully vaccinated against COVID-19 or subject to facility entry safety protocols (e.g., testing, masking, physical distancing), subject to the status of the federal contractor mandate and customer site requirements.