Customer Support Team Manager

2 weeks ago

Vienna, Virginia, United States Integral Services Company Full time

Position Overview

Contact Center Team Lead - (Federal Agency Support)

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

Active Secret Clearance Required


Integral Services Company is in search of a Contact Center Team Lead to become an integral part of a new support initiative for a federal agency.

This role entails overseeing and directing a team of contact center representatives to ensure compliance with Service Level Agreements (SLAs), delivery of precise information, and effective collaboration with Tier 3 teams and government representatives.

Given the sensitive nature of our operations with a federal agency, all applicants must be U.S. citizens and possess an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Key Responsibilities

SLA Oversight:
Ensure the team consistently meets or surpasses established SLAs, emphasizing quality and promptness of support.

Accuracy of Information:

Supervise the delivery of accurate and current information to clients, ensuring all responses adhere to federal guidelines and policies.


Collaboration with Tier 3 Teams:

Collaborate closely with Tier 3 support teams and government contacts to address complex issues, facilitate communication, and maintain alignment with agency goals.


Team Development & Training:

Conduct regular training sessions for team members, focusing on skill enhancement, knowledge updates, and adherence to best practices in customer support.


Escalation Management:

Serve as the primary contact for escalated customer issues, ensuring timely and effective resolution that meets customer expectations and agency standards.


Performance Evaluation:
Monitor team performance through regular assessments and metrics analysis, providing feedback and coaching to foster continuous improvement.

Documentation & Reporting:

Maintain accurate records of team activities, including performance reports, training documentation, and escalation logs, ensuring compliance with federal record-keeping requirements.


Qualifications

Essential:

  • 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
  • Bachelor's 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 Services Company partners with federal defense, intelligence, and civilian leaders to address their most significant challenges and deliver positive outcomes.

Since our inception, we have assisted clients in leveraging existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and achieve sustainable success.

The forward-thinking solutions we provide are tailored to each mission with a focus on maintaining national safety and security.

Integral is committed to fostering 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.

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