GDITs Center of Excellent Contact Center is hiring a TEAM LEAD CSR for a full-time opportunity at Barbourville, KY. facility.
U.S. Citizenship is required for the position as part of contract requirement. Must be able to obtain a U.S. Government issued Public Trust clearance.
SUMMARY The scope of responsibilities for the Team Lead position falls into four major areas: (1) Manage and assign tickets to CSRs, follow up on tickets. (2) provide mentoring and coaching to CSRs; (2) Handles incoming customer phone complaints professionally, providing world class customer service along with accurate and appropriate information to every caller; (3) Provide operational support to the supervisors (4) to assist with special projects related to the project.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.. • Stay up-to-date on any changes to the programs, distribute updates to the floor. • Attend telephone skills and program information training sessions; demonstrate mastery of subject matter within specified timeframes. • Closely adhere to call center scheduling, ensuring adequate telephone coverage during call center hours of operation. • Exhibit professional and positive behavior towards the project, colleagues and management. • Assist the supervisor with daily, weekly and monthly reporting duties.
1 or more years previous call center background highly preferred
Must be able to obtain and maintain government security clearance; pass drug screen, credit/criminal background check
Previous experience troubleshooting software and hardware issues (Windows and MAC O/S, internet systems, and networking).
Candidates Supporting the GSA program are encouraged to apply!
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.