Job Description

• Monitor daily operations across chat, call, and social channels to ensure performance standards are met.
• Demonstrate working knowledge of all contact center platforms and perform across channels as needed to support operations.
• Manage team staffing and schedules to maintain adequate coverage and meet operational demands.
• Lead, coach, and develop team members through performance feedback, quality assurance, and regular coaching sessions.
• Address performance concerns through mentorship, corrective action, and formal evaluations.
• Conduct new hire and ongoing training to ensure consistency with processes and procedures.
• Review and respond to escalations, ensuring timely resolution and proper documentation.
• Communicate effectively with leadership regarding staffing, performance, and operational issues.
• Ensure compliance with attendance policies, timekeeping requirements, and company standards.
• Maintain accurate records, including timecards, performance documentation, and system updates.
• Identify opportunities to improve processes, team performance, and overall efficiency.

• Ability to obtain a Government Common Access Card (CAC).
• Minimum of two (2) years of supervisory or team leadership experience.
• Experience in a contact center or fast-paced operational environment preferred.
• Strong leadership, communication, and organizational skills.
• Proficiency in Microsoft Office 365.
• Ability to analyze performance and drive improvements.
• Army recruiting experience preferred.
• Veterans receive preferential hiring consideration.