Call Center Sup/TL

Systems Integration•Colorado Springs, CO

21d•Onsite

About The Position

Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. Join our customer service team to discover a professionally and financially rewarding career in an exciting, fast-paced, and growing government-contracting industry! We are hiring a Call Center Sup/TL to work at a site located in Colorado Springs, CO. Must be available to work during the hours of operation which are following 2:30am and 7:30pm MST (7) days per week including holidays. Shift schedules are 2:30am to 11:00am and 11:00am to 7:30pm any day of the week. This is a Service Contract Act Wage Determination position that pays an additional $4.41 per hour for Health & Welfare (H&W) benefits, in addition to the base wage rate. The Team Lead/Supervisor will work with Management to ensure adequate staffing levels are met based on projected and actual call volumes. Will be responsible to ensure service level agreements are met regarding average wait times, call handle time, representative availability, adherence to escalation policy, call quality scores, privacy violations and documentation of supplemental training.

Requirements

Must be a US citizen and be able to obtain a public trust clearance.
Proven knowledge and experience in the principles and processes for providing customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear documentation of calls.
Adept at active listening, effective speaking skills to convey information effectively, be service oriented actively seeking ways to help and resolve problems.
Excel at reading comprehension, understanding written communications in work related documents.
Employ critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
2 plus years call center supervisory experience and proven ability to lead a team of approximately 10+ Call Center Representatives.

Nice To Haves

BA Degree preferred.

Responsibilities

Ensure adequate staffing levels are met based on projected and actual call volumes.
Ensure service level agreements are met regarding average wait times, call handle time, representative availability, adherence to escalation policy, call quality scores, privacy violations and documentation of supplemental training.
Responsible for the development of direct reports through weekly coaching, and quality inspection.