Knowledge Center Team Lead

2 days ago

Norfolk, Virginia, United States MediaCross Full time
About the Opportunity

At MediaCross, we're seeking a highly skilled and experienced professional to join our team as a Knowledge Center Team Lead. As a key member of our management team, you will play a critical role in ensuring the success of our operations and delivering exceptional customer service to our clients.

Key Responsibilities
  • Lead a team of customer service representatives and provide guidance and support to ensure excellent service delivery.
  • Assist with the oversight and management of night and/or weekend team members.
  • Address performance concerns and acknowledge and celebrate stellar performance.
  • Lead by example and represent MediaCross' Core Values.
  • Maintain strict confidentiality and handle sensitive information with discretion.
  • Assist with new employee onboarding and training.
  • Approve or deny time off requests.
  • Responsible for building and monitoring work schedules, including various shifts and breaks, and planning for absences to ensure production coverage is consistently in place to support the needs of the client.
  • Obtain and maintain a general awareness of all processes and contract deliverables to prevent workflow bottlenecks.
  • Support team members by providing guidance and support to applicants and CIVMARs in urgent situations in various time zones.
  • Communicate with designated 24/7 duty personnel when necessary; correspond with various departments within our client's organization to ensure source of support inquiries from prospects and current employees are resolved in a timely manner.
  • Receive and review data submitted by applicants to confirm their professional qualifications, ensuring applicants meet all pre-employment requirements and minimum job qualifications.
  • Provide exceptional customer service and work flexible hours due to varying schedules.
Qualifications
  • Must be able to successfully undergo a government investigation to obtain and maintain a security clearance (Secret; Tier 3).
  • Minimum High School Diploma or equivalent required.
  • Associate Degree or Bachelor Degree preferred.
  • Minimum two years' customer service experience required.
  • Minimum one year supervisory experience required.
  • Proficiency in Microsoft Outlook and Word required.
  • Proficiency in Microsoft Excel preferred.
  • Proficiency in working on a computer with a Microsoft operating system required.
  • Professional and effective communication skills required, phone and email.
  • Data entry experience preferred.
  • Must be extremely detail-oriented and focused on accuracy.
  • Must have the ability to multitask and effectively work within multiple databases.
  • Must be able to quickly gain advanced knowledge of U.S. Coast Guard requirements, maritime credentials, and various processes.
  • Adapts well to change.
  • Must work well in a team setting and be a positive impact on the work environment.
Benefits
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Short-Term and Long-Term Disability Insurance
  • FSA Plan
  • 401(k) Plan
  • Paid Time Off
  • Volunteer Time Off
  • Paid Holidays

MediaCross is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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