Customer Service and Support Supervisor 1

ASM Research, An Accenture Federal Services Company • Albany, NY • 2h ago

Reports to Call Center Operations Manager

Responsible for overseeing the daily operations of the care advocate team.

Ensures adherence to campaign workflows, monitors call quality and outcomes, and provide ongoing coaching, scheduling support, and performance feedback to ensure consistent, compliant service delivery.

Supervise daily performance of the care advocate team (up to 10 FTEs).

Monitor call routing, wait time, call outcomes, and workload balance using AWS Connect dashboard or WFM tools.

Provide coaching and real-time feedback to improve call effectiveness and enrollment rates.

Ensure documentation in CRM is accurate and timely.

Collaborate with the Campaign & Dialer Ops Specialist to validate campaign readiness and agent availability.

Coordinate with QA Manager to address any recurring performance or documentation gaps.

Support scheduling and time-off management to maintain service levels.

Ensure care advocate proper handling of crisis incidents and reporting protocols.

Qualifications

S. Citizen and eligible for required background check and clearance.

BA and 3+ years in call center experience with at least 1+ year in a supervisor or lead role.

Familiarity with autodialer and CRM tools.

Strong interpersonal and coaching skills.

Experience interpreting dashboards and SLA data to guide team performance.

Fluent in English

Work Environment

Remote contact center environment

Scheduled shifts aligned to program hours of operation (8am-8pm ET)

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$71,300-$85K

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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