BDR Solutions LLC-posted 4 months ago
Lakewood, CO
101-250 employees

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments. BDR is seeking a Call Center On-Site Lead to join our growing team! This position will be performed on-site in Lakewood, Colorado. This position requires US Citizenship with a Public Trust or the ability to obtain one. (Military Veterans and HUBZone candidates are highly encouraged to apply)

  • Support agents with procedures and process for complex transactions
  • Work with the Supervisor and management to accommodate daily workload fluctuations
  • Provide workload data, estimates and information on staffing needs
  • Suggest recommendations for scheduling
  • Perform quality control surveillances of processes and procedures to verify compliance
  • Ensuring agents understand and comply with all call center objectives, performance standards and policies
  • Identifying operational issues and suggesting possible improvements
  • Minimum of 2 years of experience is required and 5+ years are preferred
  • Experience with mentorship and training of junior agents
  • Request appropriate warehouse supplies
  • Experience with timecard administration and scheduling
  • Able to obtain a VA Public Trust clearance
  • U.S Citizenship is required
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