Call Center Shift Supervisor

Peraton•Fort Huachuca, AZ

4d•Onsite

About The Position

Peraton is looking for a Call Center Shift Supervisor to help support the Action Request Center (ARC) for our Customer. This is a great opportunity to support a Mission Critical Customer all while helping to build a high-performance Team. This position will be on-site at Fort Huachuca.

Requirements

BS/BA degree or 4 years of experience in lieu of a degree
CompTIA Sec +
Active Secret Clearance required

Responsibilities

Work directly with the Team Lead, acting as interim Lead in their absence (as assigned)
Ensure adherence to team, organizational, and company policies and procedures
Addressing minor ticketing issues with the Analysts, ensuring discretion, and providing proof of the documented process for their reference.
Review and provide feedback on employee evaluations.
Review and address the weekly audit findings with each ARC Analysts and collaborate with the Team Lead to adjust scores if deemed unfair or unwarranted.
Assist with interviewing and hiring candidates suited for a dynamic and energetic environment
Support team building and mentoring of employees
Perform duties of ARC Analyst when necessary
Assist with auditing, tracking, and trending of processes as needed
Support data compilation and reporting requirements
Review and maintain TTP/SOP/Guide/Templates documentation and team job aids
Handle administrative and reporting tasks in the absence of the Team Lead (as assigned)
Provide coverage for any shift within our 24/7 environment as needed
Assists with the ARC ServiceNow Dashboard
Complete weekly and monthly reporting