Call Center Sup/TL

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.

Position Overview We are hiring a Call Center Supervisor (SupTL) to work at a site located in Colorado Springs, CO.

Shift Requirements

• Must be available to work during the hours of operation: 11:30 PM to 7:30 PM MST, 7 days per week, including holidays.
• Shift schedules are 11:30 PM to 11:00 PM and 11:00 PM to 7:30 PM, any day of the week.

Compensation & Benefits

• This is a Service Contract Act Wage Determination position.
• Pays an additional $4.41 per hour for Health & Welfare (H&W) benefits in addition to the base wage rate.
• Performance-based incentives included.
• Paid vacation.
• 10 paid holidays per year.

Key Responsibilities The Team Lead/Supervisor will work with Management to ensure adequate staffing levels are met based on projected and actual call volumes. Responsibilities include:

• Ensuring service level agreements are met regarding:
• Average wait times
• Call handle time
• Representative availability
• Adherence to escalation policy
• Call quality scores
• Privacy violations
• 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 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 and effective speaking skills to convey information effectively; be service-oriented and actively seek ways to help and resolve problems.
• Excel at reading comprehension and 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.
• 2+ years of call center supervisory experience 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.
• BA Degree preferred.

SII is an equal opportunity employer offering competitive pay.