Call Center Supervisor (Bilingual) with Security Clearance

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Job description

Description TechOp Solutions is seeking a bilingual individual with excellent communication skills (oral and written), strong reading/writing abilities, and extensive call center supervisory experience to support an exciting opportunity in a federal contact center environment. The ideal candidate will have proven leadership skills, experience working with multiple CRM systems, and be a curious and efficient practitioner motivated to succeed in a fast-paced environment, working both independently and as part of a team. Duties: Collaborates with the call center manager to determine operational strategies, technical specifications and metrics, and contributes to strategic plans. Monitors performance with the objective of improving call center operations, troubleshooting admin and technical issues, and managing the implementation of improvement strategies. Oversee a team of call center operators and daily operations, including schedule management. Able to answer calls during periods of high call volume. Queries database and prepares metrics and trend reports for leadership and other key stakeholders. Support the creation and update and of SOPs, job aids, and other tools that improve operational processes. Performs additional duties as assigned. Requirements Bachelor's degree and six years of call center supervisor experience; ( Education can be substituted with years of experience) Familiarity with RAD Apps and CRM tools. At least two years of experience working with ServiceNow or similar CMS platforms Strong reading comprehension, writing, and communication skills Bilingual proficiency in English and Spanish. 6+ years managing the process of handling information requests and performing data searches in various systems Law enforcement or immigration experience preferred IND123 $descr2 $descr3

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