What are the responsibilities and job description for the CALL CENTER SHIFT LEAD (VCCC) position at General Infomatics, Inc.?
At General Infomatics, Inc. we pride ourselves on providing program support, healthcare services, strategic technology solutions, and knowledge management to US government agencies worldwide, under standards of integrity, trust and a commitment to excellence.
We are looking for Call Center Shift Leads for a full-time contract position to support the V8-hourl Center at McLean, VA. (8-hour shifts, 5 days a week to cover service 24/7, including weekends and holidays)
SUMMARY: The Vet Center Call Center (VCCC), which is a 24-hour, 7-days-a-week 365-days-a-year confidential support line for eligible individuals and their families to call and talk about their military experience and transition home. In addition to readjustment support, callers are provided relevant information about available services and a direct referral to the nearest Vet Center as requested. The VCCC also has the capacity to seamlessly transfer callers to the VA Veterans Crisis Line (VCL) as indicated by assessing the needs of the caller.
MAIN RESPONSIBILITIES AND DUTIES
- Oversee the handling any overflow of calls that come in to assist the VCCC
- Ensure implementation of the VA's Core Values of Integrity, Commitment, Advocacy, Respect, and Excellence while assessing the caller's needs.
- Supervise forward electronic communication via standards set by the VCCC to Vet Centers as needed.
- Determine when calls must be warm transferred to a VA on Non-VA agency, counselor, supervisor, nurses, VCL, National Call Center for Homeless Veterans (NCCHV), Coaching in to Care (CIC), and others as determined by the VCCC.
- Supervise documentation for all calls to include hang-ups, wrong numbers, and computer-generated calls in the Vet Centers database.
- Oversee triage and manage calls for emergency services when a caller is in imminent danger.
QUALIFICATIONS, SKILLS AND REQUIREMENTS
- High school or GED diploma
- At least one to three of experience in call center services
- Telephone etiquette and customer service skills
- Use of standard office equipment and ability to operate standard telephone systems, MS Office Suite, Internet/web search.
- Ability to type a minimum of 50 WPM (computer keyboard)
- Ability to speak and communicate clearly in English (bilingual highly desired)
- AAS Crisis Specialist Training & Certification highly desired.
- Government experience desired
WE OFFER
- From $24.00 to 26.00 an hour, according to the shift:
- Morning or afternoon: $24.00 an hour
- Night: 26.00 an hour
- Comprehensive Health & Welfare Benefits, including health, dental, vision, 401k, life, short- and long-term disability, other ancillary benefits.
- Vacations, holidays and sick leave
Come join our team!
A minority owned, Service-Disabled Veteran Owned Small Business (SDVOSB), Small Disadvantaged Business (SDB) - ISO 9001:2015 and ISO 20000-1:2011 Certified.
Member of the Military Spouse Employment Partnership - Department of Defense
Certified Employer - Virginia Values Veterans Program - Commonwealth of Virginia
Discover the Talent Program - Hire our Heroes - US Chamber of Commerce Foundation
We invite our Veterans and Military Spouses to self-identify during the application and recruitment process.
Must be able to pass a US government security investigation
Salary : $24 - $26
