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Customer Service Team Leader
2 months ago
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.
We are currently seeking a Customer Service Team Leader to oversee operations at our facility. Candidates must be prepared to work during operational hours, which span from 2:30 AM to 7:30 PM MST, seven days a week, including holidays. Shift patterns include 2:30 AM to 11:00 AM and 11:00 AM to 7:30 PM.
This position is governed by 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 anticipated and actual call volumes.
- Ensure compliance with service level agreements regarding average wait times, call handling duration, representative availability, adherence to escalation protocols, call quality assessments, privacy regulations, and documentation of additional training.
Qualifications:
- Must be a US citizen and eligible for public trust clearance.
- Demonstrated knowledge and experience in customer service principles, including needs assessment, quality standards, and customer satisfaction evaluation.
- Familiarity with the structure and content of the English language, including spelling, grammar, and composition for clear documentation.
- Strong active listening and effective communication skills to convey information clearly and provide exceptional service.
- Excellent reading comprehension and understanding of written communications in work-related documents.
- Critical thinking abilities to assess the strengths and weaknesses of various solutions and approaches.
- A minimum of 2 years of supervisory experience in a call center environment, with a proven track record of leading a team of 10 or more representatives.
- Responsible for the development and coaching of team members through regular feedback 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.
