Contact Center Lead
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Job Location:
Reston, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Description
Requirements
YRCI is seeking a Contact Center Lead to support an opportunity with the Department of Commerce (DOC). The well qualified candidate shall:
- Applyadvanced 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.
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.
- Produceand utilizereports effectively.
- Exceptional organizational and multitasking skills.
- Meet deadlines.
- Strong communication and supervisory skills.
Preferred Skills:
- Bachelors degree.
- Leadership and management experience with the ability maintain positive working relationships.
- Training and development.
- QCand process improvement experience.
- Shared service experience.
Key Skills
- Administrative Skills
- Facilities Management
- Biotechnology
- Creative Production
- Design And Estimation
- Architecture
About Company
YRCI is a veteran-owned firm offering turn-key shared professional services in human capital & human resources, acquisition management and financial management to federal and commercial clients across the nation from the Washington, DC region.
