Responsibilities

• Supervise the daily operations of a team of Contact Center Agents.
• Monitor employee attendance, productivity, and performance in accordance with company policies.
• Coach, mentor, and develop team members to achieve performance and quality objectives.
• Conduct regular performance reviews and provide timely coaching and feedback.
• Address performance issues and implement corrective actions when necessary.
• Handle escalated customer inquiries and provide guidance to team members.
• Ensure all contractual performance metrics and customer service standards are consistently met.
• Lead team meetings and communicate policy updates, operational changes, and important information.
• Promote a positive, professional, and collaborative work environment.
• Maintain knowledge of FEMA program updates, internal procedures, and operational requirements.
• Support management with reporting, scheduling, and other supervisory duties as assigned.

Minimum Qualifications

• Associate degree or two (2) to four (4) years of supervisory experience in a contact center or customer service environment.
• Previous experience supervising customer service or call center personnel.
• Strong leadership, coaching, and employee development skills.
• Excellent written and verbal communication skills.
• Experience working with CRM systems and multiple computer applications simultaneously.
• Strong organizational and time management skills.
• Ability to multitask and perform effectively in a fast-paced environment.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as required by operational needs.
• English language proficiency.

Technical Requirements

• Reliable high-speed internet connection.
• Quiet, professional home workspace.
• Ability to use multiple computer applications simultaneously.
• Comfortable navigating various software platforms and web-based systems.

Security Requirements

Applicants must:

• Be a U.S. Citizen
• Be eligible to obtain and maintain a Public Trust background investigation
• Successfully pass required employment screenings

Why Join Digital Axis?

At Digital Axis, you’ll play a vital role in supporting FEMA’s mission to help communities recover from disasters. We value integrity, teamwork, compassion, and excellence while providing a collaborative environment where employees can make a meaningful impact.

Pay: $18.00 – $24.00 per hour

Work Location: Remote