Call Center Supervisor- Veteran Affairs Support

With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands. We have serviced more than 25 Federal departments and agencies and several large commercial companies since our inception in 2002.

Golden Key Group's talented professionals, combined with our strategic partners, bring a depth of commercial and government experience and expertise. We are relentless in delivering the highest levels of services to provide tangible value and create sustainable results for our clients.

The Veteran Affairs Call Center provides 24/7 nationwide support to Veterans, dependents, and stakeholders across 22 VA Regional Offices. Services include benefits assistance, appointment coordination, case status updates, referrals, and escalation support. Operations run on three shifts to ensure continuous coverage.

Shifts:

Day Shift
• Evening Shift
• Overnight Shift
  (Weekend and holiday coverage required)

Work Location: Nationwide (remote and/or regional office-based, as applicable)

Education: Bachelor's degree preferred (experience may substitute)

Position Summary:

The Call Center Supervisor oversees daily operations, staff performance, and service quality for VA call center agents. This role ensures compliance with VA policies, federal regulations, and service-level agreements (SLAs), while maintaining high-quality Veteran-focused customer service.

This announcement is associated with GKG's Future Opportunities. Future Opportunities includes contract driven professional services that are in proposal, source selection, or recently awarded. Expressing interest in GKG's Future Opportunities offers you the ability to share your capabilities and career interests with GKG; aligning your next step with your career goals!

• Supervise and manage Senior Agents and Agents across assigned shifts
• Monitor call volumes, response times, and performance metrics
• Ensure 24/7 operational readiness and staffing coverage
• Conduct coaching, performance evaluations, and corrective actions
• Handle escalated Veteran inquiries and complex cases
• Ensure compliance with VA standards, HIPAA, and federal data security requirements
• Prepare reports for VA leadership and program management
• Coordinate with regional offices and stakeholders as needed
• Other duties as assigned.

• 3-5 years of call center or customer service leadership experience
• Strong leadership, communication, and problem-solving skills
• Ability to work rotating shifts as required

• Bachelor's degree
• Prior experience supporting government or VA programs strongly preferred