Systems Integration, Inc. (SII) is hiring a Call Center Supervisor to
work at a site located in Colorado Springs, CO. Must be available to work a
shift between the hours of 2:30am, to 7:30pm MST, (7) days per
week including holidays. The Supervisor must be able to confer with customers
by telephone to provide information and conduct research to resolve questions.
This individual will verify that appropriate responses were provided to
resolve customer inquiries and keep detailed records of customer interactions.
Representatives will be able to use Customer Relationship Management (CRM)
software as well as research extensive commercial and government databases.
The Supervisor will work with the Program Manager to ensure adequate staffing
levels are met based on projected and actual call volumes. Will be responsible
to 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. The Team Lead will be the face of Systems
Integration, Inc. at the client site.
Job Requirements: Must be a US citizen and be able to obtain a public trust
clearance.
Proven knowledge and experience in the principles and processes for providing
customer service including customer needs assessment, meeting quality
standards for services and evaluation of customer satisfaction.
Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar to
produce clear documentation of calls.
Adept at active listening, effective speaking skills to convey information
effectively, be service oriented actively seeking ways to help and resolve
problems.
Excel at reading comprehension, understanding written communications in work
related documents.
Employ critical thinking skills using logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or approaches
to problems.
3 years call center experience in a Supervisor or Team Lead capacity and
proven ability to lead a team of approximately 10+ Call Center
Representatives.
Responsible for the development of direct reports through weekly coaching,
and quality inspection.
SII is an equal opportunity employer, offering competitive pay and
performance-based incentives, paid vacation, 10 paid holidays.
For more information, or to apply now, you must go to the website below.
Please DO NOT email your resume to us as we only accept applications through
our website.
https://www.applicantpro.com/j/2930735-213238