Call Center Supervisor

Position Overview

Exceed is searching for an experienced Call Center Supervisor to support the USMC Wounded Warrior Regiment. This position serves as the on-site operational lead for call center activities. This role provides real-time supervision of Customer Care Representatives and Non-Medical Case Managers, ensures compliance with service-level agreements, and supports overall program execution. This position is contingent upon contract award.

Supervises staff providing social services, counseling, or community outreach. Coordinates program activities and ensures service delivery standards. Manages caseloads, documentation, and reporting requirements. Oversees field operations and regional service coordination. Serves as the Government's primary operations point of contact for call‑center performance.

• Provide direct, real‑time supervision of all Customer Care Representatives and Non‑Medical Case Managers during operational hours (0800‑2000 ET)
• Ensure service‑level compliance, including: 90% of calls answered within 30 seconds / 3% call abandon rate
• Monitor live calls and conduct side‑by‑side coaching
• Approve schedule changes
• Perform quality assurance reviews
• Serve as first‑level escalation for complex caller issues
• Manage caseloads, documentation, and reporting requirements
• Coordinate program activities and field operations, including regional service coordination
• Prepare daily and weekly performance reports for the Program Manager
• Maintain real‑time oversight of sensitive calls

• Bachelor's degree

• 5 years of progressive contact‑center experience
• Minimum of 2 years supervising 15 or more personnel

• Contact Center Supervisor Certification (e.g., ICMI or HDI)

• Real‑time oversight of sensitive calls
• T3 Investigation and Common Access Card (CAC) required

THIS POSITION IS CONTINGENT UPON AWARD.

Exceed applicants for employment are covered by federal, state, and local laws designed to safeguard employees and job applicants from discrimination based on race, color, religion, sex, pregnancy, parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other status protected by applicable federal, state, or local laws.