Lead Operator

Centuria • Bethesda, MD

3d • Onsite

About The Position

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

Requirements

• Five (5) years progressive customer service experience as a call center supervisor in a call center, preferably in the medical industry.
• Strong analytical and organizational skills with excellent attention to detail.
• Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations.
• Strong verbal and written communications skills
• High school diploma or equivalent is required.
• Must be able to obtain a Public Trust

Nice To Haves

• Knowledge of SPOK and Avaya platform preferred.
• Management experience in a 24x7 call center is preferred.
• SPOK and Avaya platform experience is preferred.
• Candidate will work on-site.

Responsibilities

• Experience managing a customer contact operations function focused on inbound call processing.
• Process improvement and standards development.
• Strong leadership skills in staff management, development, motivation, counseling, and benchmarking.
• Promote continuous improvement by frequent operational interactions and assessments
• Report status to customers and sponsors

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED