CCaaS Operations Team Leader

2 weeks ago

Leesburg, Virginia, United States Zenius Full time
Job Overview

Position: CCaaS Shift Lead (Day or Evening)

Labor Category: Junior Data Engineer

The ideal candidate will be responsible for overseeing the operations of the CCaaS (AWS Connect) support team, ensuring effective management of ticket queues for both Tier 1 and Tier 2 support. This role requires on-site presence during designated shifts, with actual hours to be determined by the CCaaS Service Manager.

Essential Responsibilities:

  • Manage and prioritize the ticket queues for the CCaaS application support team.
  • Provide leadership and support to Tier 1 and Tier 2 team members as necessary.
  • Compile and deliver daily summaries and reports to customers and technical leads, highlighting any significant issues or developments.
  • Recommend tasks suitable for Tier 1 and Tier 2 resources to enhance efficiency.
  • Offer CCaaS 800 Number support during peak call volumes or staff shortages, logging issues and requests in the ServiceNow ITSM.
  • Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, documentation, escalation, and resolution.
  • Triage requests to ensure accurate handling and escalation of customer inquiries or issues.
  • Provide emergency support outside of regular hours when required.

Qualifications:

Basic Requirements:

  • Minimum of 3 years of experience in Help Desk/Desktop support.
  • 3 years of experience with Microsoft Windows OS and Office365 suite on laptops.
  • 2 years of experience in a leadership role within a Help Desk support environment.
  • 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 skills are essential.
  • Demonstrated interpersonal skills for effective customer interaction.

Preferred Skills:

  • Bachelor's Degree with 3 years of relevant experience, or 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 lead.
  • Ability to provide training and guidance on processes and systems supported by the team.
  • Familiarity with ServiceNow IT Service Management.
  • Excellent communication and collaboration skills.
  • Adaptability and a positive attitude towards learning new technical skills.
  • Strong problem-solving abilities in a fast-paced environment.
  • Understanding of IVR terminology and services.
  • High level of organization and reliability.
  • Passion for technology and its applications.
  • Ability 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 as one of the fastest-growing companies in the DC Metro Area, Zenius is committed to fostering a supportive and employee-oriented work environment.

Benefits:

Zenius offers a comprehensive benefits package, including paid holidays, medical insurance (health, vision, dental), 401K matching, and flexible schedules. We prioritize employee development through training and professional certification opportunities.

Equal Opportunity Employer:

Zenius Corporation is an equal opportunity employer, providing fair employment opportunities without discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or veteran status.

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