Emergency Response Supervisor (Remote) – FEMA Contact Center
Company: Digital Axis LLC
Location: 100% Remote (U.S.)
Employment Type: Full-Time, Temporary/Seasonal
Positions Available: 4
About the Position
Digital Axis LLC is seeking experienced Emergency Response Supervisors to support the FEMA Disaster Contact Center. This is a full-time, remote supervisory role responsible for leading a team of Contact Center Agents who assist disaster survivors during federally declared emergencies.
The ideal candidate is an experienced call center leader who thrives in a fast-paced environment, enjoys coaching and developing employees, and is committed to delivering exceptional customer service while meeting contractual performance standards.
This is a temporary seasonal surge position supporting FEMA operations.
Compensation & Benefits
- Full-Time (40 hours per week)
- 100% Remote
- Pay is based on the applicable Service Contract Act (SCA) Customer Service Representative II wage determination for the employee's county of residence.
- An additional $5.09 per hour is provided toward SCA Health & Welfare benefits, in accordance with the Service Contract Act.
- Overtime may be available based on operational needs.
Key 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
