What are the responsibilities and job description for the GoArmy Contact Center Team Lead position at North South Consulting Group?
Position: Team Lead
Contract: GoArmy Contact Center
About NSCG
Founded in 2012 and based out of Fort Knox, KY, NSCG is a full-service government contracting firm that supports contracts and consulting efforts on a national level. Through the combination of extensive DoD relationships, technical expertise, successful and ongoing contract past performance, creativity, and innovation, NSCG provides a value-based approach to clients and partners. NSCG works closely with the military community to enable and staff talent throughout the United States and its territories using our corporate staff of military veterans and our commitment to excellence. NSCG's corporate leadership is comprised of combat military veterans with a passion for serving others. This is exemplified by our innovative staffing and management model, paired with our corporate policy of “people first.”
Duties and Responsibilities:
As a Team Lead, you will support corporate operations by maintaining GoArmy Contact Center (GACC) systems. Responsible for ensuring all channels of the contact center are staffed and achieving the service level agreements (SLAs) outlined in the performance work statement (PWS). Team Leads are responsible for managing a team of Contact Center Staff, Social Media Community Managers, and Customer Care Representatives (CCR). Some of your key responsibilities will include:
- Handling all personnel issues for your team, including mentorship and quality assurance/quality control (QA/QC) processes.
- Consolidating and analyzing all QA/QC sheets for the CCRs, identifying trends or areas for performance improvement.
- Assisting in the development and maintenance of standard operating procedures (SOPs), knowledge base articles, and other company documents related to systems.
- Validating timesheets for all employees on shift and overseeing scheduling and time management for your team.
- Continually seeking out ways to improve business processes for your team.
- Ensuring that all CCRs on your shift comply with attendance policies and handling any disciplinary issues within your team.
- Overall, your role will be crucial in ensuring the smooth and efficient operation of our customer care department.
Qualifications:
- Must be able to obtain a Government Common Access Card (CAC).
- Minimum of two years of supervisory experience or equivalent required.
- Solid understanding of skills necessary to support corporate requirements.
- Experienced in scheduling and managing a small team.
- Exceptional communication, organizational, and interpersonal skills required.
- Proficient in Microsoft Office 365.
- Army recruiting experience is preferred.
- Veterans receive preferential hiring consideration.
Salary : $50,000 - $60,000
