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Technology Integration Group · 1 month ago

Contact Center Supervisor

Annapolis Junction, MD

Full-time

Onsite

Mid, Senior Level

$17/hr - $19/hr

2+ years exp

Systems Integration, Inc. is a leading provider of turnkey contact center infrastructure solutions and IT services. They are hiring a Contact Center Supervisor/Team Lead to manage staffing levels and ensure service level agreements are met in a fast-paced contact center environment.

ConsultingInformation ServicesInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Responsible for the development of direct reports through weekly coaching, and quality inspection

Qualification

Customer service principlesCall center supervisionEffective speakingActive listeningReading comprehensionCoaching skillsEnglish language proficiencyCritical thinkingTeam leadership

Required

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

Responsible for the development of direct reports through weekly coaching, and quality inspection