Global Medical VA Careers

Call Center Representative

• Manage day-to-day call center planning, operations, and problem-solving to meet targets and operational goals
• Oversee workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management
• Manage staffing and scheduling to ensure workforce coverage based on call volume and business needs
• Monitor key performance metrics and identify trends, gaps, and improvement opportunities
• Analyze operational data and prepare regular reports on productivity, performance, staffing, service levels, and KPIs
• Work with leadership and stakeholders to develop and implement action plans based on operational data and performance results
• Identify operational issues through data analysis and recommend improvements to efficiency, productivity, and call center performance
• Manage operational concerns, escalations, and challenges affecting service delivery, staffing, or team performance
• Collaborate with team leaders, supervisors, and other departments to align staffing, scheduling, performance expectations, and operational requirements
• Ensure call center processes, procedures, and workforce management practices are followed and optimized

Call Center Manager

General

• Manage vendors
• Maintain and update independent contractor records and documentation
• Prepare HR-related reports and documentation
• Coordinate independent contractor onboarding activities and orientation sessions
• Drive, support, and model a service-oriented culture focused on employee engagement, quality, and service excellence
• Respond to independent contractor inquiries and address HR-related issues
• Assist in organizing training and development programs
• Provide human resources services, support members and virtual assistants, process contracts, update records, improve retention, and enforce safety and health policies

Call Center Manager

Culture and Alignment Specialist