DirectViz Solutions, LLC
Contact Center Supervisor
DirectViz Solutions, LLC, Dayton, Nevada, United States, 89403
DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.
At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!
We are seeking a highly skilled
Contact Center Supervisor
to work in a 24/7 environment and who can obtain and maintain a Public Trust clearance. This position is remote but does require to be in a 50-mile radius of the site. Those locations are
New Mexico - Albuquerque, Arizona - Tucson, Phoenix, Texas - Houston, Lubbock, Nevada - Las Vegas, Alabama - Mobile, Idaho - Boise, Tennessee - Memphis, Kentucky - Louisville, North Carolina - Fayetteville, Louisiana - New Orleans, Ohio - Dayton, Cleveland, and Washington - Spokane.
Job Summary:
The Contact Center Supervisor will play a critical role in enhancing the performance of the Contact Center. This position is responsible for coaching agents, interacting with clients, and collaborating with team members to ensure effective operations. The supervisor will oversee workload management, reinforce training, and respond positively to management requests for ideas that enhance the contact center's efficiency.
Key Responsibilities:
Coach and mentor Customer Service Representatives (CSRs) to improve performance and ensure compliance with established business rules.
Serve as a liaison between CSRs and the Government Workforce Management (WFM) Section to handle change requests and schedule exceptions.
Monitor telephony queues and ensure adequate staffing levels are maintained to meet scheduling requirements.
Identify training gaps and tools needed for CSRs and implement solutions to address these gaps.
Reinforce performance standards and apply progressive discipline when compliance issues arise.
Review service recovery encounters and initiate customer contact when necessary to resolve issues and improve satisfaction.
Administer leave and absence policies for CSRs, including monitoring attendance and coordinating with training supervisors as needed.
Manage unscheduled leave requests and enter them into the WFM system for approval.
Document disruptive callers and ensure law enforcement information is recorded in the Shift Report as required.
Facilitate onboarding and offboarding procedures for new personnel, including requesting email addresses for appropriate security access.
Assist agents with technical issues and submit tickets when agents are unable to take calls.
Conduct regular team meetings and 1:1 coaching session to provide feedback and support.
Monitor performance metrics and assign training for agents who do not meet performance expectations.
Log into systems to serve as an agent or senior agent when customer wait times exceed established thresholds.
Qualifications:
Minimum of two (2) years of experience as a Contact Center Supervisor and 4 years of call center experience.
Bachelor's degree in a related field.
Strong understanding of Workforce Management processes and tools.
Excellent communication, leadership, and interpersonal skills.
Ability to identify issues and implement effective solutions.
Ability to obtain and maintain a Public Trust clearance.
Physical and Mental Qualifications:
Be able to maintain awareness during scheduled working hours.
Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
Able to lift up to 15 pounds.
Excellent verbal and written communication; good command of the English language
Execute tasks independently and work as a team.
Learns and memories routine tasks.
Strong organizational, grammar, business correspondence, and self-management skills
Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
DVS retains the right to change or assign other duties to this position.
DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.
DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.
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At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!
We are seeking a highly skilled
Contact Center Supervisor
to work in a 24/7 environment and who can obtain and maintain a Public Trust clearance. This position is remote but does require to be in a 50-mile radius of the site. Those locations are
New Mexico - Albuquerque, Arizona - Tucson, Phoenix, Texas - Houston, Lubbock, Nevada - Las Vegas, Alabama - Mobile, Idaho - Boise, Tennessee - Memphis, Kentucky - Louisville, North Carolina - Fayetteville, Louisiana - New Orleans, Ohio - Dayton, Cleveland, and Washington - Spokane.
Job Summary:
The Contact Center Supervisor will play a critical role in enhancing the performance of the Contact Center. This position is responsible for coaching agents, interacting with clients, and collaborating with team members to ensure effective operations. The supervisor will oversee workload management, reinforce training, and respond positively to management requests for ideas that enhance the contact center's efficiency.
Key Responsibilities:
Coach and mentor Customer Service Representatives (CSRs) to improve performance and ensure compliance with established business rules.
Serve as a liaison between CSRs and the Government Workforce Management (WFM) Section to handle change requests and schedule exceptions.
Monitor telephony queues and ensure adequate staffing levels are maintained to meet scheduling requirements.
Identify training gaps and tools needed for CSRs and implement solutions to address these gaps.
Reinforce performance standards and apply progressive discipline when compliance issues arise.
Review service recovery encounters and initiate customer contact when necessary to resolve issues and improve satisfaction.
Administer leave and absence policies for CSRs, including monitoring attendance and coordinating with training supervisors as needed.
Manage unscheduled leave requests and enter them into the WFM system for approval.
Document disruptive callers and ensure law enforcement information is recorded in the Shift Report as required.
Facilitate onboarding and offboarding procedures for new personnel, including requesting email addresses for appropriate security access.
Assist agents with technical issues and submit tickets when agents are unable to take calls.
Conduct regular team meetings and 1:1 coaching session to provide feedback and support.
Monitor performance metrics and assign training for agents who do not meet performance expectations.
Log into systems to serve as an agent or senior agent when customer wait times exceed established thresholds.
Qualifications:
Minimum of two (2) years of experience as a Contact Center Supervisor and 4 years of call center experience.
Bachelor's degree in a related field.
Strong understanding of Workforce Management processes and tools.
Excellent communication, leadership, and interpersonal skills.
Ability to identify issues and implement effective solutions.
Ability to obtain and maintain a Public Trust clearance.
Physical and Mental Qualifications:
Be able to maintain awareness during scheduled working hours.
Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
Able to lift up to 15 pounds.
Excellent verbal and written communication; good command of the English language
Execute tasks independently and work as a team.
Learns and memories routine tasks.
Strong organizational, grammar, business correspondence, and self-management skills
Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
DVS retains the right to change or assign other duties to this position.
DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.
DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.
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