Customer Service Team Leader

2 weeks ago


Colorado Springs, Colorado, United States Systems Integration Inc Full time
Position Overview:
Systems Integration, Inc. (SII) stands as a premier provider of comprehensive contact center infrastructure solutions and IT services.

With extensive experience in IT and systems integration, we have empowered US Government agencies and commercial enterprises to enhance their customer satisfaction through our diverse portfolio of solutions and services.

Role Summary:
We are seeking a Customer Service Team Leader to join our dynamic customer service team. This role is pivotal in a fast-paced and expanding government-contracting sector.

Work Schedule:
Availability is required during operational hours, which span from 2:30 AM to 7:30 PM MST, seven days a week, including holidays. Shift schedules include:
- 2:30 AM to 11:00 AM
- 11:00 AM to 7:30 PM

Compensation:
This position is classified under the Service Contract Act Wage Determination, offering an additional $4.41 per hour for Health & Welfare (H&W) benefits, alongside the base wage rate.

Key Responsibilities:
- Collaborate with management to ensure optimal staffing levels are maintained based on projected and actual call volumes.
- Ensure adherence to service level agreements concerning average wait times, call handling duration, representative availability, compliance with escalation policies, call quality assessments, privacy regulations, and documentation of supplementary training.

Qualifications:
- Must be a US citizen and capable of obtaining a public trust clearance.
- Demonstrated knowledge and experience in customer service principles, including needs assessment, quality standards, and customer satisfaction evaluation.
- Proficient understanding of the English language, including grammar and composition, to produce clear documentation.
- Strong active listening and effective communication skills to convey information clearly and provide service-oriented solutions.
- Excellent reading comprehension and ability to understand written communications in work-related documents.
- Employ critical thinking skills to assess the strengths and weaknesses of various solutions and approaches to challenges.
- A minimum of 2 years of supervisory experience in a call center environment, with a proven ability to lead a team of 10+ Call Center Representatives.
- Responsible for the development of team members through regular coaching and quality assessments.
- A Bachelor's Degree is preferred.

SII is an equal opportunity employer, offering competitive compensation and performance-based incentives, including paid vacation and ten paid holidays annually.

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