Team Lead
Systems Integration, Inc. (SII) · Kansas City, MO · 7 mo ago
Information TechnologyFull-time
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).