Call Center Supervisor 20250221

Call Center Supervisor

TDB Communications, Inc. is seeking full-time, onsite Call Center Supervisor to join our team in Washington, DC. Since 1999, our employees have been entrusted with helping the business of government work better for our customers. We are looking for an experienced Supervisor to supervise and motivate our customer service representatives to meet and exceed our client's expectations. The supervisor will serve as first point of contact to customer service staff and will facilitate positive and constructive feedback to ensure their team(s) have the tools they need to succeed in their role.

Location: 1111 19th St, NW, 10th Floor, Washington, DC 20036
Salary: $60k - $70k , depending on experience
Benefits: Medical, Dental, Vision, and 401k benefits available
Hours: Hours of Operation: 7:45 AM -5:00 PM, Eastern Time, Monday - Friday. Candidate must be able to work any assigned 8-hour shift between these hours
Start Date: 4/1/25

Duties:
* 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 mandated by client is achieved
* 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.
* Participate in interview process and recommend hiring call center staff.
* 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:

* High School Diploma or equivalent, 2-year post-high school Degree, or Bachelor's degree.

* Typical, 2-4 years of working experience in related fields

* A minimum of two years of previous experience for a government or private sector inbound customer service center or related field.

* Knowledge of basic help desk software, computer software and Microsoft Office applications.

* Problem-solving skills to bring inquiries to effective resolution 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.

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.

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.

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