Lead a mission-driven contact center team and keep performance, staffing, and service recovery tight under pressure. If you know workforce management, can coach to metrics without losing the humans, and you’re comfortable jumping in as an agent when queues spike, this is your lane.
About SteerBridge Strategies
SteerBridge Strategies is a CVE-Verified Service-Disabled Veteran-Owned Small Business (SDVOSB) supporting U.S. Government and private-sector clients. They deliver federal mission support with an emphasis on disciplined execution, strong processes, and veteran-led leadership. This role supports the VEO Contact Center and is contingent upon award.
Schedule
- Remote (United States)
- Contingent upon award
- High-volume contact center operations with on-call style coverage expectations when wait times exceed thresholds
- Contractors must have hard-wired high-speed internet (no WiFi) at 25 Mbps download and 5 Mbps upload (verification required during onboarding)
What You’ll Do
⦁ Coach and develop agents through regular 1:1s, team meetings, training assignments, and performance management
⦁ Partner with government Workforce Management (WFM) to manage schedule change requests, exceptions, and daily adherence
⦁ Oversee telephony queues and ensure staffing coverage meets assigned schedules and service level expectations
⦁ Identify compliance issues, reinforce standards, close training gaps, and use progressive discipline when necessary
⦁ Lead service recovery for escalations, complaints, and low customer satisfaction outcomes to return customers to a calm, satisfied state
⦁ Administer attendance, leave, and excused/unexcused absence policies, including documenting and entering unscheduled leave requests into the WFM system
⦁ Document disruptive callers and ensure key interim information is recorded before the end of shift
⦁ Support onboarding/offboarding, security access workflows, and email group assignments for new employees
⦁ Troubleshoot agent technical issues, help submit tickets, and coordinate with operations personnel when agents cannot take calls
⦁ Log into systems and serve as an agent or senior agent when customer wait times exceed established thresholds
What You Need
⦁ BA/BS preferred
⦁ 2+ years of contact center supervisor experience and 4+ years of call center experience
⦁ Strong workforce management knowledge (adherence, exceptions, schedule optimization)
⦁ Experience with telephony queues, CRM/ticketing tools, and performance metric management
⦁ Proven coaching and service recovery ability in a structured, process-heavy environment
⦁ Ability to manage multiple priorities, enforce compliance, and keep operations running smoothly in real time
Benefits
⦁ Salary range: $105,000 – $120,000/year (commensurate with experience)
⦁ Health, dental, and vision insurance
⦁ Life insurance
⦁ 401(k) with matching
⦁ Paid time off and paid federal holidays
This is contingent upon award, so timing can shift. But if you meet the supervisor + WFM + high-volume ops requirements, apply now so you’re in the first wave if the contract lands.
If you can run the floor, protect quality, and still jump on the phones when it gets real, this role is worth your shot.
Happy Hunting,
~Two Chicks…