Contact Center Lead

Founded in 2001, YRCI is a leading professional services firm providing Human Capital, Acquisition Support and Financial Management Services to Government and Commercial customers nationwide. At YRCI, collaborative people and innovative thinking are the driving force behind our growing success. We provide our employees a professional environment in which to find challenging, rewarding work and learning opportunities to allow them to flourish.

Job Title

Contact Center Lead

Location

Reston, VA US (Primary)

Job Type

Full-time

Position Benefits

As an employee of YRCI working full-time, you are eligible for an attractive benefits package including medical, dental, vision, life, short-term and long-term disability insurance, 401(k) retirement plan with a defined company match, flexible spending accounts, flexible work schedules, tuition and professional development reimbursement programs, 11 paid holidays, paid time off that accrues beginning your first day of work, and a number of supplemental plans. Eligibility begins on YOUR VERY FIRST DAY OF EMPLOYMENT.

Exemption Type

Exempt

Education

Bachelor's Degree

Job Description

YRCI is seeking a Contact Center Lead to support an opportunity with the Department of Commerce (DOC). The well qualified candidate shall:

• Apply advanced skills and experience in performing end to end Customer Relationship Management functions, processing Customer Relationship Management actions and demonstrate knowledge of the Customer Service business process and technology from a quality perspective. 
• Is qualified to perform tasks such as:
  • Coordinate team member activities.
  • Administer Quality Control (QC) and Process Improvement Activities.
  • Perform and Maintain Customer Relationship Management Business Processes improvement.
  • Maintain Customer Service Requests in supporting technology.
  • Maintain and update processes and procedures as defined in departmental SharePoint.
  • Support Tier 2 function and handle escalated Tier 2 requests.
  • Contact Center Sub Lead will work with other departments to foster interdepartmental working relationships.
  • Contact Center Sub Lead may act as team lead in their absence.

Job Requirements

Minimum Requirements:

• 5 years of Business Process Outsourcing (BPO) or shared service experience.
• Proficiency with Microsoft (MS) Office products.
• Advanced troubleshooting and help desk experience.
• Produce and utilize reports effectively.
• Exceptional organizational and multitasking skills.
• Meet deadlines.
• Strong communication and supervisory skills.

Preferred Skills:

•  Bachelor’s degree.
• Leadership and management experience with the ability maintain positive working relationships.
• Training and development.
• QC and process improvement experience.
• Shared service experience.

We employ people who are driven by excellence, committed to integrity, and inspired by opportunities to achieve positive results.We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. YRCI is an E-Verify employer. As a contractor and subcontractor, YRCI shall abide by the requirements of 41 CFR §§ 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. No sponsorship is available for this position.