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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 updated as necessary to align with the evolving needs of the organization. V2X is a global leader in providing innovative solutions that merge physical and digital infrastructures, serving both military and civilian sectors. With a legacy of 120 years in mission support, our company, valued at $3.9 billion, employs 16,000 dedicated professionals who collaborate with clients worldwide to address complex challenges with integrity and professionalism.

V2X, through its subsidiary Advantor Systems, is committed to delivering high-quality, integrated solutions to safeguard critical assets for U.S. Military and government clients. We are currently seeking skilled and results-oriented Call Center Supervisors to manage a team of customer service representatives for a federal government contract. 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:

  • Oversee a team of customer service representatives to meet service level agreements and productivity benchmarks.
  • Evaluate call quality and provide constructive feedback and coaching to enhance agent performance.
  • Identify opportunities for process enhancements to boost efficiency and customer satisfaction.
  • Analyze key performance metrics such as call volume and customer satisfaction rates.
  • Work collaboratively with other departments to resolve customer inquiries and improve service delivery.
  • Design and implement training initiatives to elevate agents' skills and knowledge.
  • Conduct performance assessments and implement necessary corrective measures.
  • Assist in formulating Call Center policies and operational standards.
  • Ensure compliance with contract requirements through effective supervision of Call Center Agents.
  • Manage scheduling and staffing to ensure adequate coverage during shifts.
  • Monitor team performance and make adjustments as needed.
  • Review documentation in the CRM system to ensure adherence to contract stipulations.
  • Facilitate smooth transitions between shifts.
  • Respond to customer inquiries promptly and accurately.
  • Identify and address customer needs effectively.
  • Direct customers to the appropriate departments when necessary.
  • Adhere to all communication protocols during customer interactions.
  • Report directly to the Call Center Manager.
Qualifications

Essential Requirements:

  • High school diploma or equivalent.
  • A minimum of 2 years of experience in customer service or call center operations.
  • Ability to pass a federal background check.
  • Preferred: Current TSA Suitability Determination; ability to obtain one is required.
  • Strong customer service skills, including active listening and effective communication.
  • Analytical and problem-solving abilities with a focus on data interpretation.
  • Proficient in CRM software and Microsoft Office applications.
  • Flexibility to work various shifts, 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, dental and vision 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 drives our success in the global marketplace. We are 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.