Team Lead

Responsibilities

• Responsible for overseeing daily customer service operations
• Supervises contractor customer service personnel.
• Ensures compliance with KPIs, metrics and performance standards to ensure excellent customer experience.
• Serves as primary liaison between the contractor and the Government.
• Responds to calls, chats and customer inquiries during peak periods when contact volume exceeds available staffing.

Qualifications

• Must have a Public Trust clearance status and must maintain any required clearances or suitability determinations.
• Excellent verbal and written communication skills.
• Ability to manage customer interactions professionally, efficiently, and with a high degree of accuracy.
• Proficiency with CRM systems, Salesforce preferred.
• Ability to use Google Workspace and other productivity tools.
• Capability to troubleshoot basic technical issues
• Background in supply chain or logistics.
• Attention to detail and strong documentation accuracy with excellent typing skills.
• Able to work in a fast-paced, metrics-driven environment.
• Associate's degree and 3 years of relevant experience or 5 years of experience in the primary functional area.
• Certifications Preferred: Customer service, IT Support, or contact center operations certifications (e.g., HDO, CompTIA, Customer service credentials).