Call Center Employee

1 week ago

Sterling, United States BDR Solutions LLC Full time

**BDR Solutions, LLC, (BDR) **supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments.
**BDR **is seeking a **Call Center Employee **to join our growing team **This position requires US Citizenship.**
- (Military Veterans are highly encouraged to apply)_

**Role Overview**

**Responsibilities**
- Maintain Command Center
- Ensure phone is staffed properly each day
- Perform Real-time queue monitoring
- Monitor call flows, queues and day-to-day operations to meet the needs of SBA and end user
- Use data analytics and user interviews to determine call trends that can be reported to SBA
- Implement any sudden program changes with agility, speed and accuracy
- Rapidly escalate issues to supervisor/management as appropriate
- Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use
- Provide consistent and accurate reporting protocols
- Deliver daily and weekly comprehensive, reports of operations and quality results
- Produce detailed trend reports on an ad hoc basis to show historical, current and/or cumulative call volumes, staffing and customer inquiry information
- Additional duties as assigned

**Competencies**:To perform the job successfully, an individual should demonstrate the following.
- Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
- Business Acumen - Aligns work with strategic goals. Conducts cost-benefit analyses. Demonstrates knowledge of market and competition. Displays orientation to profitability. Understands business implications of decisions.
- Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
- Managing Customer Focus - Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.
- Strategic Thinking - Adapts strategy to changing conditions. Analyzes market and competition. Develops strategies to achieve organizational goals. Identifies external threats and opportunities. Understands organization's strengths & weaknesses.
- Analytical - Synthesizes complex or diverse information; designs work flows and procedures. Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional or difficult topics. Generates creative solutions; demonstrates attention to detail.
- Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
- Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality; monitors own work to ensure quality.
- Impact & Influence - Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals
- Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
- Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

**Required Minimum Qualifications**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Minimum Requirements**:
**Language Ability**:Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and

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