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Customer Service Operations Leader

2 months ago

Orlando, Florida, United States V2X Full time
Position Overview

This position description may be modified as necessary to fulfill the needs of the program or organization. V2X is a global leader in developing intelligent solutions that seamlessly integrate physical and digital infrastructures. With a legacy of 120 years in mission support, we are dedicated to enhancing security, optimizing logistics, and improving operational readiness. Our company, valued at $3.9 billion and comprised of 16,000 professionals, collaborates with clients worldwide to address their most intricate challenges with integrity, respect, and professionalism.

Advantor Systems, a proud subsidiary of V2X, is committed to delivering top-tier integrated solutions to assist our U.S. Military and government clients in safeguarding vital assets through experience, integrity, diligence, and loyalty.

V2X and Advantor are in search of skilled and results-oriented Call Center Supervisors to oversee a team of customer service representatives supporting a federal government contract. The ideal candidates will possess a robust background in call center management, exceptional leadership abilities, and a commitment to providing outstanding customer service.

Key Responsibilities

Primary Duties:

  • Lead a team of customer service representatives to meet service level agreements, quality standards, and productivity goals.
  • Evaluate call quality and provide constructive feedback and coaching to enhance agent performance.
  • Identify opportunities for process enhancements to boost efficiency, minimize errors, and elevate customer satisfaction.
  • Analyze and report on critical performance metrics such as call volume, abandonment rates, and customer satisfaction levels.
  • Collaborate with cross-functional teams to resolve customer inquiries and improve the overall customer experience.
  • Design and implement training initiatives to enhance agents' skills and knowledge.
  • Conduct performance assessments, offer coaching, and apply corrective measures as necessary.
  • Assist in formulating Call Center policies, procedures, and standards.
  • Ensure compliance with contract requirements by supervising Call Center Agents.
  • Manage the scheduling of Call Center staff shifts.
  • Guarantee adequate staffing levels at the beginning of shifts and arrange for backfill as needed.
  • Monitor team performance during shifts and make necessary adjustments.
  • Review CRM documentation throughout shifts to ensure adherence to contract standards.
  • Facilitate necessary adjustments to the Call Center team to accommodate increased demand.
  • Ensure a seamless transition to the incoming shift.
  • Respond to incoming calls, emails, and messages within established timeframes.
  • Accurately identify customer inquiries, complaints, and overall needs.
  • Provide effective solutions and responses to customer questions.
  • Direct customers to the appropriate departments as necessary.
  • Adhere to all communication protocols, policies, and guidelines during each customer interaction.
  • Report directly to the Call Center Manager.
Qualifications

Essential Qualifications:

  • High school diploma or equivalent.
  • A minimum of 2 years of experience in customer service or call center operations.
  • Ability to successfully complete a federal background check.
  • Current TSA Suitability Determination is preferred; ability to obtain it is required.
  • Outstanding customer service, active listening, verbal and written communication skills, and a professional phone demeanor.
  • Strong analytical and problem-solving capabilities, with the ability to interpret data and make informed decisions.
  • Quickly grasp company services and policies.
  • Proficient in computer use, CRM software, and Microsoft Office applications.
  • Willingness to work varying shifts, including evenings, weekends, and holidays as required.
  • Excellent communication and customer service skills, with the ability to work independently in a team setting.

Benefits:

Our employees benefit from a competitive package that includes health medical plans, vision, dental, a 401(k) match, educational reimbursement, flexible work schedules, and additional personal days off.

V2X is dedicated to fostering an inclusive and diverse workplace that values and supports the contributions of every individual. This commitment, along with our shared Vision and Values of Integrity, Respect, and Responsibility, enables us to leverage diversity, encourage innovation, and enhance our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status, or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.