Contact Center Senior Analyst –

Contact Center Senior Analyst - (Federal Agency Support)Integral Federal is actively seeking a Contact Center Senior Analyst to join a policy support team for a federal agency. This individual will be responsible for senior-level policy support to end customers with a focus on real estate funding. The individual may help manage lower-level contact center agents to ensure adherence to Service Level Agreements (SLAs), accurate information delivery, and seamless collaboration with government contacts. Employees work closely with Tier 3 support agents to help resolve end consumers' policy questions. This location for this role will be remote or hybrid, but may convert to an on-client site in Tysons Corner, VA upon once award details are provided. All candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).ResponsibilitiesDeliver service and support to FinCEN customers.Interact with customers to provide and process information in response to inquiries, concerns, and requests about FinCEN business policies as it relates to certain non-financed transfers of residential real estate to legal entities or trusts.Gather customers' information and determine the issue by evaluating and analyzing the questions/issues.Research required information using available resources, including knowledge bases, training materials, and published solutions.Follow established FinCEN processes and procedures.Provide quality oversight and coaching to jr agents.Identify and escalate priority issues and redirect problems to appropriate resources.Accurately process and record call transactions via computer using FinCEN's Salesforce ticketing system.Follow up and make scheduled call-backs to customers, per standard procedures (when applicable).Stay current with FinCEN policies, changes, and updates, per direction.QualificationsRequired:5+ years of experience in a contact center, customer service environment with prior experience in an environment with multiple channels, including email and phone; experience with Amazon Connect and Amazon Lex preferred.Experience researching problems, analyzing trends, and distributing findings through ITSM; experience with Salesforce and or MS Dynamics for incident management is preferred.Strong leadership and analysis 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.Active SECRET security clearance required.Telework Setup Requirements:Stable High-Speed Internet: A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently.Connectivity and download test may be required.Optional:Prior experience in a team lead or supervisory role in an environment with multiple channels.Experience with federal ticketing and service desk processes.Experience as a real estate agent, property management, attorney, or title insurer is strongly desired.Fluent in both spoken and written English: Bilingual capabilities, particularly in Spanish, are a plus but not required.Company OverviewIntegral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal Our package also includes:Medical, Dental & Vision InsuranceFlexible Spending AccountsShort-Term and Long-Term Disability InsuranceLife InsurancePaid Time Off & HolidaysEarned Bonuses & AwardsProfessional Training ReimbursementPaid ParkingEmployee Assistance ProgramEqual Opportunity Employer/Protected Veteran/Disability