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Call Center Supervisor
Date Posted: 06/19/2023
Job #: 2477576
Location: Colorado Springs
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
...
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