Knowledge of performance metrics and measurement tools.
5 years experience in supervising teams.
Strong computer skills must be highly proficient in Excel.
Superior communication skills.
Strong aptitude for service approach.
Superior interpersonal skills.
Proven ability to motivate teams.
Detail oriented. Desired skills Experience in a call center desirable.
Bachelors degree in Business Management or similiar preferred. Specific Job Description Ensures that projects are completed on schedule following established procedures, schedules, and work plans. Erroneous decisions or recommendations or failure to achieve results might cause delays in program schedules and result in the allocation of more resources. Majority of liaison is on internal basis with subordinates and supervisors at equivalent level or one/two higher levels. External contacts are infrequent and involve routine matters.
Provides direction of daily operations of the call center and actively assists, or provides direction to, team leads. Develops work assignments, assesses performance.
Accomplishes results through lower level subordinate supervisors who exercise significant latitude and independence in assignments. Standard Job Description Implements and plans staff support for call centers to provide optimal call flow management, customer service, and employee staffing. Responsible for coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. Using Automated Call Center (ACD) data, forecasts and schedules staff. May train and coach call center personnel to improve service and maximize staff utilization. Security Clearance Public Trust Typical Minimums Appropriate degree from an accredited college, or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment. LMCareers Business Unit ESS0997 IS&GS-CIVIL (S8200) Business Area Info Systems & Global Sol Program TWIC Department 7270024:BPS/CRM-USCIS (Non-SCA) Job Class Management Job Category Experienced Professional City Albuquerque State New Mexico Virtual No Relocation Available Negotiable Work Schedule FLEX-Non-Standard 40 hour week Req Type Full-Time Direct/Indirect Direct Shift First
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