What are the responsibilities and job description for the Knowledge Center Team Lead (Nights, Weekends) position at MediaCross?
About the opportunity
At MediaCross, we expect our team members to go above and beyond, to be proactive and to constantly look for ways to deliver disproportional value to fellow team members.
As Knowledge Center Team Lead you will work alongside the Knowledge Center Manager as a part of the management team at the CIVMAR Support Center as a representative of MediaCross and our client. You will report to the Knowledge Center Manager and work from Naval Station Norfolk. Professionalism, accuracy, and reliability are integral to this position due to the content managed, fast-paced nature, and high visibility with the client.
*This position is in support of a U.S. government contract, requiring our employees in this position to obtain and maintain a favorable investigation with the government. The government investigation process begins after a Conditional Offer has been accepted by the candidate.
To apply, please go to https://mediacross.aaimtrack.com.
Responsibilities
- Work alongside Knowledge Center Manager and assist with the oversight and management of night and/or weekend team members.
- Assist with addressing performance concerns; acknowledge and celebrate stellar performance.
- Lead by example and represent MediaCross' Core Values
- Lead with effective and clear communication
- Maintain strict confidentiality.
- Assist with new employee onboarding and training.
- Approve or deny time off requests.
- Responsible for building and monitoring work schedules, including various shifts and breaks, and planning for absences to ensure production coverage is consistently in place to support the needs of the client. Includes completion of weekly Muster report.
- Obtain and maintain a general awareness of all processes and contract deliverables to prevent workflow bottlenecks.
- Obtain and maintain an understanding of our process-driven environment to dissect data and recommend solutions to improve team / operational performance.
- Obtain and maintain a familiarity with the systems used by the team to enter, update and upload data into multiple databases for prospects, applicants, and current CIVMARs.
- Support team by providing guidance and support to applicants and CIVMARs in urgent situations in various time zones.
- Support team by assisting customers with emergent needs outside of normal business hours.
- Communicate with designated 24/7 duty personnel when necessary; correspond with various departments within our client's organization to ensure source of support inquiries from prospects and current employees are resolved in a timely manner.
- Receive and review data submitted by applicants to confirm their professional qualifications, ensuring applicants meet all pre-employment requirements and minimum job qualifications.
- Provide exceptional customer service.
- Work flexible hours due to varying schedules.
- Other related duties as assigned.
Qualifications
- Must be able to successfully undergo a government investigation to obtain and maintain a security clearance (Secret; Tier 3).
- Minimum High School Diploma or equivalent required.
- Associate Degree or Bachelor Degree preferred.
- Minimum two years' customer service experience required.
- Minimum one year supervisory experience required.
- Proficiency in Microsoft Outlook and Word required.
- Proficiency in Microsoft Excel preferred.
- Proficiency in working on a computer with a Microsoft operating system required.
- Professional and effective communication skills required, phone and email.
- Data entry experience preferred.
- Must be extremely detail-oriented and focused on accuracy.
- Must have the ability to multitask and effectively work within multiple databases.
- Must be able to quickly gain advanced knowledge of U.S. Coast Guard requirements, maritime credentials, and various processes.
- Adapts well to change.
- Must work well in a team setting and be a positive impact on the work environment.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to navigate office facilities.
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term and Long-Term Disability Insurance
- FSA Plan
- 401(k) Plan
- Paid Time Off
- Volunteer Time Off
- Paid Holidays
MediaCross is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
To apply, please go to https://mediacross.aaimtrack.com.
