CCO CHESTER

Seasonal Call Center Supervisor

Chester, Virginia
Work Type: Seasonal
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CCO Call Center Supervisor- SEASONAL
TDB Communications, Inc. is seeking seasonal Supervisors to join our management team in Chester, VA. Since 1999, our employees have been entrusted with helping the government business work better for our customers. We are looking for an experienced Supervisor to meet program objectives and customer service level agreements.

We are excited to be able to fill this position with our internal population. The Supervisor will support the manager with on-site functions.  These responsibilities include (but are not limited to) managing conduct situations when a manager may not be scheduled on-site.  This includes misconduct based on Level(s) I, II, and III.

This is a seasonal position.  The call center is operational between the hours of 8:00 am to 10:00pm, Sunday through Saturday (7 days per week).

Pay and Benefits:
Medical, Dental, and Vision benefits available
  • Be a model citizen between all levels of employee engagement.
  • Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
  • Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
  • Assume leadership responsibility for department tasks and call center activities as required.
  • Complete and deliver employee performance appraisals.
  • Supervisors will work closely with customer service representatives and other Supervisors as well as Operations Representatives, Customer Service Managers and Program

Duties and Responsibilities 
  • Act as a role model
  • Provide supervision and leadership to Customer Service Representatives, with the goal of meeting program objectives and customer service level agreements.
  • Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
  • Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
  • Assume leadership responsibility for department tasks and call center activities as required
  •  Complete and deliver employee performance appraisals.
  • Supervisors will work closely with customer service representatives and other Supervisors as well as Operations Representatives, Customer Service Managers and Program Managers within functional areas of the project.
  •  Knowledge of the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
  •  Attend Calibration sessions for the purpose of keeping current on quality changes.
  •  Facilitate and deliver training as required under department guidelines including EJT, initiatives, and up training.
  • Act as a Point of Contact as required
  • Support and enforce call center expectations as well as departmental and corporate policies and procedures.
  • Log in to Queues as required during high call volume and/or all hands status.
  • Communicate pertinent program updates in a timely manner.
  • Maintain department records.  Complete and deliver performance warnings as applicable.
  • Review contract scope and requirements.
  •  Perform other duties as assigned

Education and Qualifications:
 - Internal applicants: Must be in current position for 90 days with TDB Communications CCO Chester location.
•    6 months supervisor or leadership experience required.
•    Minimum 2 years of customer service, leadership and team interaction skills are required.
•    Ability to communicate effectively in English, both verbally and in writing
•    Uses good judgment, ability to make independent decisions and proactively problem solve as required
•    Must be organized and have strong time management skills
•    May be required to work off-shift, and occasional travel to customer and other client sites.
•    Experience with, or knowledge of, the Medicare Program and health insurance industry preferred.
•    Must have PC skills (Microsoft Office) with an emphasis on Excel.
•    Basic math skills required.
•    Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
•    Ability to interact with all levels of management.
•    Strong analytical and organizational skills.
•    Bilingual is preferred, not required.

About TDB
TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We’ve have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation
If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement
TDB Communications, Inc. is an Equal Opportunity Employer.  All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice
We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.

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We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
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Why are you being asked to complete this form? 

1. This employer is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. These classifications are defined as follows: 

  • A "disabled veteran" is one of the following:
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  • A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
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Protected veterans may have additional rights under USERRA—the Uniformed Services Employment and Reemployment Rights Act. In particular, if you were absent from employment in order to perform service in the uniformed service, you may be entitled to be reemployed by your employer in the position you would have obtained with reasonable certainty if not for the absence due to service. For more information, call the U.S. Department of Labor's Veterans Employment and Training Service (VETS), toll-free, at 1-866-4-USA-DOL.

2. If you believe you belong to any of the categories of protected veterans listed above, please indicate by checking the appropriate box below. As a Government contractor subject to VEVRAA, we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. 
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WFH/Internet Requirements

Wi-Fi Connections may be allowed--however, the amount of devices hooked up to your Wi-Fi may not provide the required results below.

· 60 Mbps Download Speed

· 6 Mbps Upload Speed


Proof of an internet speed test must be provided to be considered for this position.


Designated Workspace: A quiet, private room or area to work that is free from distractions and conducive to acceptable performance of job duties.


Speed Test

Proof of an internet speed test must be provided and attached to your response. Please go to Speedtest.net can be used to test your speed and take a screenshot of the results. The test must be performed on a personal computer or laptop from your home where you will be performing the work. 

Please ensure your screen-shot includes the toolbar with the URL showing.

Speed Test