Job Information
Systems Integration, Inc. Call Center Supervisor in Colorado Springs, Colorado
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