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Customer Service Team Leader

2 months ago

Orlando, Florida, United States V2X Full time
Position Overview

This job description may be modified as necessary to align with the evolving needs of the organization. V2X is a global leader in developing intelligent solutions that merge physical and digital infrastructure, dedicated to enhancing security, optimizing logistics, and improving operational readiness. With a legacy of 120 years in mission support, our company, valued at $3.9 billion, employs 16,000 professionals who collaborate with clients worldwide to address their most intricate challenges with integrity and professionalism.

Advantor Systems, a subsidiary of V2X, is committed to delivering top-tier integrated solutions to safeguard vital assets for our military and government clients through dedication and expertise.

We are currently seeking skilled and motivated Call Center Supervisors to oversee a team of customer service representatives engaged in supporting a federal government contract. The ideal candidates will possess a robust background in call center management, exceptional leadership capabilities, and a commitment to providing outstanding customer service.

Key Responsibilities

Primary Duties:

  • Lead a team of customer service representatives to meet service level agreements and quality benchmarks.
  • Assess and enhance call quality, offering constructive feedback and coaching to team members.
  • Identify opportunities for process enhancements to boost efficiency and customer satisfaction.
  • Analyze key performance metrics such as call volume and customer feedback.
  • Work collaboratively with other departments to resolve customer inquiries and improve service delivery.
  • Design and implement training initiatives to elevate the skills and knowledge of team members.
  • Conduct performance assessments and provide guidance for improvement.
  • Assist in formulating Call Center policies and operational standards.
  • Ensure compliance with contractual obligations through effective supervision.
  • Manage scheduling for Call Center staff to ensure adequate coverage.
  • Monitor team performance and make necessary adjustments to meet operational demands.
  • Review documentation in the CRM system to ensure adherence to contract specifications.
  • Facilitate smooth transitions between shifts.
  • Respond to customer inquiries promptly and effectively.
  • Accurately identify and address customer needs and concerns.
  • Direct customers to the appropriate departments as necessary.
  • Adhere to all communication protocols during customer interactions.
  • Report directly to the Call Center Manager.
Qualifications

Essential Requirements:

  • High school diploma or equivalent.
  • At least 2 years of experience in customer service or call center environments.
  • Ability to pass a federal background check.
  • Preferred: Current TSA Suitability Determination; ability to obtain is required.
  • Exceptional communication skills, both verbal and written, with a professional demeanor.
  • Strong analytical and problem-solving abilities.
  • Quick comprehension of company services and policies.
  • Proficient in computer applications, CRM systems, and Microsoft Office.
  • Willingness to work flexible hours, including evenings and weekends.
  • Ability to work independently and collaboratively in a team setting.

Benefits:

We offer a competitive benefits package that includes health insurance, vision and dental coverage, a 401(k) plan with matching contributions, educational reimbursement, and a flexible work schedule with additional personal days off.

V2X is dedicated to fostering an inclusive and diverse workplace that values the contributions of every individual. Our commitment to Integrity, Respect, and Responsibility enables us to leverage diverse perspectives, promote innovation, and enhance our success in the global market. V2X is an Equal Opportunity / Affirmative Action Employer, and all qualified applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, protected veteran status, or disability status.