Call Center Sup/TL

About the role

SII is a leading provider of turnkey contact center infrastructure solutions and IT services. We have helped US Government agencies and commercial businesses improve customer satisfaction. We are now hiring a Call Center Supervisor/Team Lead to join our team.

Responsibilities

• Work with management to ensure adequate staffing levels based on call volumes.
• Ensure service level agreements are met regarding average wait times, call handle time, representative availability, adherence to escalation policy, call quality scores, privacy violations, and documentation of supplemental training.

Requirements

• Must be a US citizen and able to obtain a public trust clearance.
• Proven knowledge and experience in customer service, including customer needs assessment, meeting quality standards, and evaluating customer satisfaction.
• Active listening and effective speaking skills to convey information and be service-oriented.
• Reading comprehension and understanding of work-related documents.
• Critical thinking skills to solve problems and identify strengths and weaknesses of solutions.
• Two or more years of call center supervisory experience and proven ability to lead a team of approximately 10+ Call Center Representatives.
• Development of direct reports through weekly coaching and quality inspection.

Qualifications

• Bachelor's degree preferred.

Benefits

• Performance-based incentives, including paid vacation.
• 10 paid holidays per year.

Pay

$19.00 - $21.46 per hour.

Schedule

Shifts are 2:30am to 11:00am and 11:00am to 7:30pm, 7 days a week including holidays.