Call Center Supervisor

Responsibilities

The Call Center Supervisor shall oversee all aspects of call center functions and performance during normal business hours 8AM – 4PM Monday through Friday.  Manage the tasking of the Tier 0 staff of up to 10 personnel on a daily basis and work with other team leaders to flex/surge personnel across locations to ensure mission requirements are being met.   Our work and success depend on our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. 

• Create a daily Pass Down Report documenting state of current issues to be transferred to the appropriate 24 x 7 x 365 Help desk daily at 4PM to ensure call center functions without interruption.
• Manage a team of up to 10 call center specialists in support of the IT system at a government location in Washington DC
• Manage the development of knowledge articles, detailed work instructions, and “How to” articles to ensure call center specialist provide expedient and efficient first contact with customers.
• Document issues in the ticketing system and as necessary escalate to Tier 1 personnel for resolution of more complex issues.
• Keep customers up to date on the status off issues / requests throughout the resolution process.  

Qualifications

Required Qualifications:

• Required Experience: BA/BS and a minimum of 6 years of full time (40 hours a week) call center experience. Experience can be substituted for education.
• Three or more years’ experience managing and supervising a team commensurate with the size of this project
• Required Technical Skills: IAT Level II certification (DoD 8570 Compliance)

• Security Clearance Level: Active Top Secret with SCI Eligibility 
• Required Skills and Abilities: Excellent verbal and written communication skills. Interagency Language Roundtable level 3 - English

Desired Qualifications:

• Preferred Skills: BS/BA Highly Desired 
• Help Desk Institute Certification

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

Salary : $86,000 - $138,000