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 integrate both physical and digital infrastructures, serving a wide range of clients from military to commercial sectors. With a legacy of 120 years in mission support, our company, valued at $3.9 billion, comprises 16,000 dedicated professionals committed to addressing complex challenges with integrity and professionalism.

Role Summary

V2X is actively seeking skilled and motivated Call Center Supervisors to oversee a team of customer service representatives supporting a federal contract. The ideal candidates will possess extensive experience in call center management, strong leadership capabilities, and a commitment to providing outstanding customer service.

Key Responsibilities

Primary Duties:

  • Lead a team of customer service representatives to meet service level agreements and productivity goals.
  • Evaluate call quality and provide constructive feedback to enhance agent performance.
  • Identify opportunities for process enhancements to boost efficiency and customer satisfaction.
  • Analyze performance metrics, including call volume and customer feedback, to inform operational strategies.
  • Collaborate with cross-functional teams to resolve customer inquiries and improve service delivery.
  • Design and implement training initiatives to enhance team skills and knowledge.
  • Conduct performance assessments and implement necessary coaching and corrective measures.
  • Assist in the formulation of call center policies and operational standards.
  • Ensure compliance with contractual obligations through effective supervision of call center agents.
  • Manage scheduling and staffing to ensure adequate coverage during all shifts.
  • Monitor team performance and make adjustments as needed to meet operational demands.
  • Review documentation in the CRM system to ensure adherence to contract requirements.
  • Facilitate smooth transitions between shifts to maintain service continuity.
  • Respond to customer inquiries in a timely and professional manner.
  • Accurately assess customer needs and provide appropriate solutions.
  • Direct inquiries to the relevant departments as necessary.
  • Adhere to all communication protocols during customer interactions.
  • 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 environments.
  • Ability to successfully pass a federal background investigation.
  • Current TSA Suitability Determination is preferred; ability to obtain is required.
  • Exceptional customer service skills, with strong verbal and written communication abilities.
  • Analytical and problem-solving skills, capable of interpreting data for informed decision-making.
  • Proficient in CRM software and Microsoft Office applications.
  • Willingness to work flexible hours, including evenings and weekends as needed.
  • Strong communication skills and the ability to work independently within a team setting.

Benefits:

We offer a competitive benefits package that includes health insurance, dental and vision coverage, a 401(k) plan with company matching, educational reimbursement, and a flexible work schedule with additional personal days off.

Commitment to Diversity: V2X is dedicated to fostering an inclusive workplace that values the contributions of every individual. Our commitment to diversity and our core values of Integrity, Respect, and Responsibility drive our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer, and all qualified applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, protected veteran status, or disability status.

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