Customer Service Team Leader

2 weeks ago

Orlando, Florida, United States V2X Full time
Position Overview

This job description may be modified as necessary to align with the evolving needs of the organization. V2X is a global leader in developing intelligent solutions that seamlessly integrate physical and digital infrastructures. With over 120 years of proven mission support, we enhance security, optimize logistics, and improve operational readiness. Our company, valued at $3.9 billion and comprising 16,000 dedicated professionals, collaborates with clients worldwide to address their most intricate challenges with integrity, respect, and professionalism.

About Advantor Systems
Advantor Systems, a subsidiary of V2X, is committed to delivering top-tier, comprehensive, and integrated solutions to assist U.S. Military and government clients in safeguarding critical assets through experience, integrity, and dedication.

Position Summary

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, outstanding leadership capabilities, and a commitment to providing exceptional customer service.

Key Responsibilities

Primary Duties:

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

Essential Qualifications:

  • High school diploma or equivalent.
  • At least 2 years of experience in customer service or call center operations.
  • Ability to successfully pass a federal background check.
  • Current TSA Suitability Determination is preferred; ability to obtain determination is required.
  • Exceptional customer service skills, active listening, and strong verbal and written communication abilities.
  • Strong analytical and problem-solving capabilities, with the ability to interpret data and make informed decisions.
  • Quick comprehension of company services and policies.
  • Proficient in computer applications, CRM software, and Microsoft Office Suite.
  • Willingness to work various 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, 401(k) matching, educational reimbursement, flexible work schedules, and additional personal days off.

Commitment to Diversity:

We are 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 differences, promote 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.

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