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Call Center Team Lead
Date Posted: 06/20/2023
Job #: 2477575
Location: Colorado Springs
Systems Integration, Inc. (SII) is a leading provider of turnkey contact
center infrastructure solutions and IT services. With decades of combined
experience in IT and systems integration, we have helped US Government
agencies and commercial businesses elevate their customer satisfaction with
our portfolio of solutions and services. Join our customer service team to
discover a professionally and financially rewarding career in an exciting,
fast-paced, and growing government-contracting industry!
We are hiring a Call Center Team Lead to work at a site located in Colorado
Springs, CO. Must be available to work a shift during the hours of operation
which are 2:30am to 7:30pm MST, (7) days per week including holidays.
The Team Lead will work with the Site Supervisor and 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.
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
...
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