TFT Supervisor - Onsite

CCO Call Center Supervisor - Temporary Full-Time

Location: Chester, VA

Company: TDB Communications, Inc.

Employment Type: Seasonal

About TDB Communications, Inc.

TDB Communications, Inc. is an 8(a) minority-owned, service-disabled veteran-owned small business (SDVOSB) dedicated to supporting government agencies with scalable workforce solutions, program management, and information processing. Since 1999, we've deployed thousands of employees for over 70 agencies in more than 30 states, consistently delivering quality and productivity.

Position Summary

TDB Communications is seeking Temporary Full-TimeCall Center Supervisors to join our management team in Chester, VA. These roles will be filled internally and are ideal for individuals ready to take the next step in their leadership journey.

As a TFT Supervisor, you will assist the site manager with on-site operations and will be responsible for supporting and leading Customer Service Representatives (CSRs) to meet performance goals, ensure service level adherence, and uphold conduct standards-including handling Level I, II, and III misconduct when a manager is not present.

Work Schedule

• The call center operates daily from 8:00 AM to 10:00 PM, including Sundays and holidays.
• Schedule flexibility is required, including potential shift changes as business needs evolve.

Key Responsibilities

• Act as a role model and lead by example to maintain high performance and professionalism.
• Provide direct supervision and coaching to CSRs to support productivity, attendance, quality, and goal attainment.
• Monitor and ensure service level targets such as RTA, AHT, and adherence are met.
• Handle conduct-related matters in the absence of on-site managers, including issuing performance warnings as needed.
• Complete and deliver employee performance evaluations.
• Collaborate with other Supervisors, CSRs, Operations Representatives, Customer Service Managers, and Program Managers.
• Maintain department records and ensure compliance with internal policies and procedures.
• Support employee engagement across all levels of the organization.
• Facilitate and deliver training sessions, including EJT, initiatives, and uptraining as needed.
• Participate in quality assurance calibration sessions to stay current with program changes.
• Serve as a point of contact for escalations and departmental communication.
• Log in to queues during peak call times or "all hands" status.
• Perform additional duties as assigned.

Pay & Benefits

• Access to Medical, Dental, and Vision insurance
• Opportunities for internal advancement
• Leadership development and coaching experience

Equal Employment Opportunity (EEO) Statement

TDB Communications, Inc. is an Equal Opportunity Employer. We base all employment decisions on business needs, job requirements, and individual qualifications-without regard to race, religion, gender, age, disability, veteran status, or any other protected status under applicable law.

Reasonable Accommodation

We are committed to providing equal access to employment opportunities. If you require alternative methods of application or accommodations, please contact us directly.

Text Communication Notice

We may contact applicants via text message in addition to phone and email. If you prefer not to receive text messages, you may opt out at any time.

EDUCATION, SKILLS, AND KNOWLEDGE:

• Bachelor's degree or equivalent work experience preferred.
• 6 months supervisor or leadership experience required.
• Minimum 2 years customer service, leadership and team interaction skills are 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 MAXIMUS sites may be required.
• 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 ability a benefit