Team Lead – Contact Center (Federal Agency Support)

Integral

23h•Remote

About The Position

Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individual will be responsible for managing and guiding a team of contact center agents to ensure adherence to Service Level Agreements (SLAs), delivery of accurate information, and seamless collaboration with Tier 3 teams and government contacts. Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Requirements

5+ years of experience in a call center environment with prior experience in a team lead or supervisory role for an environment with multiple channels including email, chat, and phone
Experience researching problems, analyzing trends, and distributing findings through ITSM
Strong leadership and team management skills, with extensive customer service, verbal and written communication skills required
Ability to collaborate effectively with internal and external stakeholders
Analytical skills with a focus on performance metrics and continuous improvement
Bachelor’s degree or certification; work experience may be a substitute
US Citizenship necessary with ability to pass a background check
ACTIVE SECRET CLEARANCE REQUIRED

Nice To Haves

Experience with Amazon Connect and Amazon Lex
Experience with Salesforce for incident management

Responsibilities

SLA Management: Ensure the team consistently meets or exceeds defined SLAs, focusing on quality and timeliness of support.
Information Accuracy: Oversee the provision of accurate and up-to-date information to customers, ensuring all responses are in compliance with federal guidelines and policies.
Collaboration with Tier 3 Teams: Work closely with Tier 3 support teams and government points of contact to resolve complex issues, facilitate communication, and maintain alignment with agency objectives.
Team Training & Development: Conduct regular training sessions for team members, focusing on skill enhancement, knowledge updates, and adherence to best practices in customer support.
Escalation Handling: Act as the point of contact for escalated customer issues, ensuring timely and effective resolution that meets customer expectations and agency standards.
Performance Monitoring: Monitor team performance through regular reviews and metrics analysis, providing feedback and coaching to drive continuous improvement.
Reporting & Documentation: Maintain accurate records of team activities, including performance reports, training records, and escalation logs, ensuring compliance with federal record-keeping requirements.