Call Center Supervisor (Military Healthcare)

TL;DR

Call Center Supervisor (Customer Support): Providing operational leadership for Customer Care Representatives and Shift Team Leads within the Wounded Warrior Call Center with an accent on staffing, workload management, and service quality. Focus on ensuring contractual compliance, coaching personnel, and optimizing 24/7 operation metrics.

Location: Onsite at Camp Pendleton, CA

Company

hirify.global provides operational support and leadership for government and military contracts.

What you will do

• Supervise daily call center operations and manage employee schedules and staffing assignments.
• Monitor service levels and ensure contractual response times are met.
• Coach and mentor Customer Care Representatives and Shift Team Leads.
• Review quality assurance findings and implement corrective actions.
• Resolve escalated customer concerns and coordinate with Government representatives.
• Prepare operational reports and performance summaries.

Requirements

• US Citizenship and the ability to pass a federal background check.
• Associate’s degree or 5 years of equivalent experience.
• Experience managing workforce schedules in a 24/7 operation.
• Strong leadership and personnel management skills.
• Proficiency with Microsoft Office and electronic case management systems.
• Position is contingent upon contract award.

Nice to have

• Experience supporting military or government call center operations.
• Experience supervising healthcare or social services customer support.
• Familiarity with MCWIITS.
• Experience with quality assurance and workforce management software.