Senior Call Center Agent -Veteran Affairs

Overview

The Veteran Affairs Call Center provides 24/7 nationwide support to Veterans, dependents, and stakeholders across 22 VA Regional Offices
. Services include benefits assistance, appointment coordination, case status updates, referrals, and escalation support. Operations run on three shifts to ensure continuous coverage.

Shifts:

• Day Shift
• Evening Shift
• Overnight Shift
  (Weekend and holiday coverage required)

Work Location: Nationwide (remote and/or regional office-based, as applicable)

Education: Bachelor's degree preferred (experience may substitute)

Position Summary:

Senior Call Center Agents serve as subject matter experts and provide advanced support to Veterans. They assist with complex inquiries, mentor junior agents, and support supervisors in maintaining service quality and compliance.

This announcement is associated with GKG's Future Opportunities. Future Opportunities includes contract driven professional services that are in proposal, source selection, or recently awarded. Expressing interest in GKG's Future Opportunities offers you the ability to share your capabilities and career interests with GKG; aligning your next step with your career goals!

• Handle complex or sensitive Veteran inquiries and cases
• Serve as an escalation point for frontline agents
• Provide mentoring and on-the-job guidance to agents
• Assist supervisors with quality assurance and training support
• Accurately document calls and case notes in VA systems
• Ensure compliance with VA policies and privacy requirements
• Support all shifts to maintain 24/7 operations
• Other duties as assigned.

• 2-4 years of call center or custome
• Strong knowledge of Veteran services and benefits (or ability to learn quickly)
• Excellent communication and customer service skills

• Bachelor's degree preferred
• Prior VA, healthcare, or government program experience preferred