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Contact Center Team Lead

3 months ago

Vienna, United States Integral Services Company Full time

Overview:

Contact Center Team Lead (Federal Agency Support)

Remote, Coverage is 8am to 8pm EST Monday through Friday

Active Secret Clearance

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).

Responsibilities:

1. SLA Management: Ensure the team consistently meets or exceeds defined SLAs, focusing on quality and timeliness of support.

2. 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.

3. 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.

4. Team Training & Development: Conduct regular training sessions for team members, focusing on skill enhancement, knowledge updates, and adherence to best practices in customer support.

5. Escalation Handling: Act as the point of contact for escalated customer issues, ensuring timely and effective resolution that meets customer expectations and agency standards.

6. Performance Monitoring: Monitor team performance through regular reviews and metrics analysis, providing feedback and coaching to drive continuous improvement.

7. Reporting & Documentation: Maintain accurate records of team activities, including performance reports, training records, and escalation logs, ensuring compliance with federal record-keeping requirements.

Qualifications:

Required:

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 with Amazon Connect and Amazon Lex preferred

Experience researching problems, analyzing trends, and distributing findings through ITSM; experience with Salesforce for incident management is preferred

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

Bachelors degree or certification; work experience may be a substitute

US Citizenship necessary with ability to pass a background check

ACTIVE SECRET CLEARANCE REQUIRED

Company Overview:

Integral 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 Tysons Corner, 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 Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability Insurance

Life Insurance

Paid Time Off & Holidays

Earned Bonuses & Awards

Professional Training Reimbursement

Paid Parking

Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.