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CCaaS Operations Team Leader

2 months ago

Leesburg, Virginia, United States Zenius Full time
Job Overview

Position: CCaaS Shift Lead (Day or Evening)

Labor Category: Junior Data Engineer

The selected candidate will be required to work on-site at the headquarters five days a week, Monday through Friday. There are two available positions: Day Shift Team Lead and Evening Shift Team Lead, with specific work hours to be determined by the CCaaS Service Manager.

Essential Skills:

  • Proficient in documenting technical issues and providing comprehensive troubleshooting steps.
  • Extensive experience in customer interaction and assisting in the resolution of their inquiries or requests.

Role Responsibilities:

  • Oversee the ticket management for the Tier 1 and Tier 2 CCaaS (AWS Connect) support teams.
  • Offer guidance and support to Tier 1 and Tier 2 personnel as necessary.
  • Deliver daily summaries (reports via ServiceNow ITSM) to customers and technical leads, highlighting any significant issues or developments.
  • Recommend tasks suitable for Tier 1 and Tier 2 resources.
  • Provide CCaaS 800 Number support during peak call volumes or in the absence of Tier 1 and Tier 2 staff to log issues and requests in ServiceNow ITSM.
  • Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
  • Evaluate requests to ensure accurate transfers and escalations of customer inquiries or issues.
  • Provide emergency support outside of regular hours as needed.

Basic Qualifications:

  • Minimum of 3 years in Help Desk/Desktop support.
  • 3 years of experience with laptops operating on Microsoft Windows OS and Office365 suite.
  • 2 years of experience in a leadership role within a Help Desk support team.
  • 2 years of experience delivering Tier 2 IT support services.
  • 2 years of experience utilizing an IT Service Manager application for ticket logging.
  • Strong communication and customer service abilities.
  • Excellent interpersonal skills for effective customer communication.

Preferred Qualifications:

  • Bachelor's Degree with 3 years of relevant experience, a Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.
  • Experience as a Help Desk team leader.
  • Ability to provide training and guidance on processes and systems supported by the team.
  • Familiarity with ServiceNow IT Service Management.
  • Exceptional communication and interpersonal skills for effective collaboration with customers.
  • Adaptability and a positive attitude towards learning new technical skills.
  • Strong problem-solving capabilities in a fast-paced environment.
  • Comprehensive understanding of IVR terminology and services.
  • High organizational skills, reliability, and independence.
  • Passion for technology and its applications.
  • Must be eligible to obtain and maintain a Public Trust clearance.

Company Overview:

Zenius Corporation, based in Leesburg, Virginia, is a HUBZone-certified small business specializing in Grants Management, IT Modernization, Acquisition Management, and Financial Management services for Federal agencies. Recognized by Inc 5000 as one of the fastest-growing companies in the DC Metro Area for two consecutive years, Zenius is also acknowledged by Financial Times as one of the fastest-growing companies in the Americas.

Benefits:

Zenius Corporation offers a competitive benefits package, including paid holidays, paid time off, medical insurance (health, vision, dental), 401K matching, Flexible Spending Accounts, and flexible schedules based on business needs. We prioritize employee development through training and professional certification plans.

Equal Opportunity Employer:

Zenius Corporation is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or veteran status, in accordance with applicable laws.