GoArmy Contact Center Operations Manager
6 days ago
The North South Consulting Group is seeking an experienced Team Lead to oversee the daily operations of the GoArmy Contact Center. As a key member of our team, you will play a crucial role in ensuring the smooth and efficient delivery of customer care services.
About NSCGNSCG is a full-service government contracting firm founded in 2012, headquartered in Fort Knox, KY. We pride ourselves on providing value-based solutions to our clients and partners through our technical expertise, successful contract past performance, creativity, and innovation.
Key Responsibilities- Maintain GoArmy Contact Center systems to support corporate operations.
- Ensure all channels are staffed and meet service level agreements (SLAs) outlined in the performance work statement (PWS).
- Manage a team of Contact Center Staff, Social Media Community Managers, and Customer Care Representatives (CCR).
- Handle personnel issues, including mentorship and quality assurance/quality control processes.
- Analyze QA/QC sheets for CCRs, identifying trends and areas for improvement.
- Develop and maintain standard operating procedures (SOPs), knowledge base articles, and company documents.
- Validate timesheets, oversee scheduling, and manage time management for your team.
- Improve business processes and ensure attendance policies compliance among CCRs.
- Government Common Access Card (CAC) obtainable.
- Minimum two years of supervisory experience or equivalent required.
- Solid understanding of skills necessary to support corporate requirements.
- Experience in scheduling and managing a small team.
- Exceptional communication, organizational, and interpersonal skills.
- Proficient in Microsoft Office 365.
- Army recruiting experience preferred.
- Veterans receive preferential hiring consideration.
We are committed to excellence and people-first approach. Our corporate leadership consists of combat military veterans dedicated to serving others. Join us in delivering exceptional customer care services and making a difference in the lives of our customers.
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