Shift Lead, Call Center Operations – Veteran Support

Struction Solutions; Quantico (VA); On-site; Full time

Job description

About the Program

Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.

Position Summary

The Call Center Operations Supervisor leads a shift or operational team supporting WWCC live-answer operations, outreach execution, social media monitoring, quality control, escalation, and documentation discipline. The Supervisor ensures CCRs and related support staff meet operational standards and provides immediate coaching when performance, documentation, or service quality issues arise.

Key Responsibilities

• Supervise CCRs and/or outreach personnel during assigned shifts.
• Maintain live-answer discipline, call coverage, escalation, and queue awareness.
• Monitor call handling, documentation quality, outreach attempts, and social media engagement timeliness.
• Support daily shift handoff, staffing coverage, schedule adherence, and absence replacement.
• Review call records and support QA sampling, coaching, and corrective action.
• Escalate urgent or high-risk situations under mandatory reporting and program protocols.
• Support monthly metrics collection and performance reporting by location and FTE.

Minimum Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• At least three years of call center, customer service, veteran support, case management, or contact center operations experience.
• At least one year of supervisory, team lead, shift lead, or quality oversight experience.
• Experience using CRM, case management, call management, or Microsoft 365 collaboration tools.
• U.S. work authorization required; U.S. citizenship may be required for Government system access.
• Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
• Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
• Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Preferred Qualifications

• Military, veteran, military spouse, or Marine Corps culture experience.
• Experience in 24/7 operations, healthcare access, crisis support, veteran benefits, military family programs, or Government contract environments.
• Knowledge of HIPAA, Privacy Act, PII, CUI, or DoD information security requirements.

Location

• Contractor Facility
• Government Facility
• Hybrid