Leidos Holding
Contact Center Support Analyst/Trainer
Leidos Holding, Baltimore, MD
Description
Come join one of our high performing teams responsible for building and supporting enterprise open systems platform of the Social Security Administration (SSA) and their mission to meet the changing needs of the public, positively impacting at least 65 million American lives per month. The Contact Center Support Analyst/Trainer is responsible for providing Call Center agent training and support specifically in the areas of application functionality, troubleshooting, identifying and addressing issues, and in providing recommendations for optimizing services provided.
Do you have most of these key required skills, education, or experience' Do you want to learn more about our telework posture' Are you an US citizen, US resident, or Visa candidate and think you might fit' We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.
If this sounds like a mission you want to be a part of, keep reading!
TEAM CULTURE
Your passion and values might be a good fit for our teams if you answer "yes" to the following questions:
MENTORSHIP & CAREER GROWTH
Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced team members will be assigned to new hires for one-on-one mentoring, collaborative reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset.
DAY TO DAY RESPONSIBILITIES
Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status. Find your "Why" with us and take your place in our Leidos Family!!
FOUNDATION FOR SUCCESS ( Basic Qualifications )
BA degree and 8 - 12 years of prior relevant experience or Masters with 6 - 10 years of prior relevant experience. Experience may be substituted in lieu of degree.
*** Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD
*** Selected candidate must be willing to work on-site at least 2 days a week.
FACTORS TO HELP YOU SHINE ( Required Skills )
These skills will help you succeed in this position:
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams and contribute to our communities. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find your passion in a team environment where all members are valued regardless of contractor or employee status. We are excited for you to take your place in our Leidos Family.
Are you an US citizen, US resident, or Visa candidate and think you might fit' We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.
ITSSCII
Original Posting Date: 2024-06-11While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range: Pay Range $78,000.00 - $141,000.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos Leidos is a Fortune 500® innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com .
Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .
Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other person a l information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected] .
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .
Commitment to Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
Come join one of our high performing teams responsible for building and supporting enterprise open systems platform of the Social Security Administration (SSA) and their mission to meet the changing needs of the public, positively impacting at least 65 million American lives per month. The Contact Center Support Analyst/Trainer is responsible for providing Call Center agent training and support specifically in the areas of application functionality, troubleshooting, identifying and addressing issues, and in providing recommendations for optimizing services provided.
Do you have most of these key required skills, education, or experience' Do you want to learn more about our telework posture' Are you an US citizen, US resident, or Visa candidate and think you might fit' We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.
If this sounds like a mission you want to be a part of, keep reading!
TEAM CULTURE
Your passion and values might be a good fit for our teams if you answer "yes" to the following questions:
- Are you looking for a company that puts employees first, with a focus on career, flexibility, and well-being'
- Do you enjoy collaborating with colleagues and teammates and believe that the best ideas are fostered in an inclusive environment'
- Are you searching for a team with a strong sense of ownership, urgency, and drive for daily mission success'
- Are you comfortable with proactive outward communication and technical leadership'
- Do you enjoy being a catalyst, solving complex problems, and providing innovative solutions'
- Do you have the flexibility, creativity, and resilience to pivot the mission for success'
- Do you have the courage to make tough ethical decisions with pride, transparency, and respect'
MENTORSHIP & CAREER GROWTH
Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced team members will be assigned to new hires for one-on-one mentoring, collaborative reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset.
DAY TO DAY RESPONSIBILITIES
Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status. Find your "Why" with us and take your place in our Leidos Family!!
- Provide training and support to Contact Center agents.
- Lead tasks in developing and maintaining training guides and support materials.
- Provide recommendations in improving services based on Contact Center agents feedback.
- Participate in strategy sessions for expanding and improving Contact Center services and functionalities.
- Identify research process improvements or develop new processes as needed.
- Mentor and coach new Contact Center agents.
FOUNDATION FOR SUCCESS ( Basic Qualifications )
BA degree and 8 - 12 years of prior relevant experience or Masters with 6 - 10 years of prior relevant experience. Experience may be substituted in lieu of degree.
- 5 years of experience in managing and supporting Call Center platforms.
- 3 years of experience as a Call Center Systems Administrator.
- 3 years of experience as a Call Center trainer - functions and services.
*** Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD
*** Selected candidate must be willing to work on-site at least 2 days a week.
FACTORS TO HELP YOU SHINE ( Required Skills )
These skills will help you succeed in this position:
- Experience in scripting, supporting and implementing Center functions and services.
- Experience with supporting Call Center Applications such as AWS Connect or Genesys.
- Experience in workforce management tools such as Verint.
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:
- Experience in developing Customer Service and Support initiatives.
- Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
- Demonstrated excellence in research and writing ability.
- Strong written and verbal communication, analytical and presentation skills; ability to engage clients and respond effectively to questions.
- Self-starter, highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience.
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams and contribute to our communities. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find your passion in a team environment where all members are valued regardless of contractor or employee status. We are excited for you to take your place in our Leidos Family.
Are you an US citizen, US resident, or Visa candidate and think you might fit' We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.
ITSSCII
Original Posting Date: 2024-06-11While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range: Pay Range $78,000.00 - $141,000.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos Leidos is a Fortune 500® innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com .
Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .
Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other person a l information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected] .
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .
Commitment to Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.