Systems Integration, Inc. headquartered in Landover, MD, is hiring a Supervisor to lead teams on first and second shifts, and weekends in support of its government contract. Responsible for managing resources, functions, services, and meeting SLAs. Experience supervising teams of Customer Service Representatives in a call center is required. The qualified applicants will be required to obtain a Public Trust Security Clearance and must therefore be US Citizens.

Sign On Bonus of $1,000 to all applicants who are hired by SII and successfully onboard into the organization

• Applicants must have received a formal offer of employment from Systems Integration.
• New hires must past System Integration's standard employment background check.
• New hire candidates must successfully pass the government mandated security clearance process.
• Candidates must be responsive in meeting the security clearance process deadlines, mandated by the government.
• New hires must officially onboard with Systems Integration and become an employee.
• The Systems Integration Sign on bonus will be distributed in two payments (see below):
• $500 paid once the new associate reaches 3 months tenure/ $500 paid once the new associate reaches 6 months tenure.

Contact Center hours of operation are Monday through Friday 6:00 am -9:00 pm; Saturday, Sunday and holidays 7:00 am -6 p.m. Overtime may be required.

Duties and Responsibilities

• Manages and supervises call center staff.
• Interfaces with the Operations Manager, Task Order Manager and with government stakeholders
• Manages the technical aspects of projects by instructing, directing, and checking the work of other team members.
• Oversees the daily operations for the overall call center operations, program policies, procedures, Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), Performance Requirements and technical documentation.
• Communicates requirements to staff ensuring consistency and overall high-quality customer service delivery.
• Supports the Trainer in implementing training programs.
• Implements SOPs, Operational Instructions (OIs), Performance Requirements, SLAs, security, quality assurance, documentation and clearance requirements.
• Assists in the review, evaluation and transition of support services.
• Be proactive in the identification and resolution of performance risks and operational issues.
• Manage morale, retention and turnover, as well as develop and mentor agents.
• Generate, and prepare standard productivity reports as required.
• Review and monitor agents' usage of work, accuracy and completion of entries created,
• Regularly provides feedback to staff regarding any performance issues and makes recommendations for improvements.

Qualifications and Skills

• High school education or associate degree in business or relevant field preferred.
• 2-4 years of successful customer care operations supervision experience managing employees in a high-volume contact center.
• Significant expertise in data analysis/statistics.
• Extremely strong analytical, problem solving and operational skills in a production-oriented work environment.
• Experienced at tactical operations and management of process improvement.
• Strong written and verbal communication skills.
• Excellent quantitative skills with a successful track record of goal setting and achievements vs. measures.
• Ability to gather, interpret and communicate department productivity statistics and the status of key initiatives to management on a routine basis.
• Strong computer skills, including expertise with MS Office suite, Customer Relationship Management software and E-mail Management software programs.
• Effectively manage multiple projects of moderate to high complexity in conjunction with other responsibilities.
• Demonstrated success in maximizing large team performance and productivity.
• Ability to work flexible hours and days, including weekends, evenings, holidays, as required.

Work Remotely

• No

Job Type: Full-time

Pay: Up to $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Albuquerque, NM 87109: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office: 1 year (Preferred)

Work Location: One location