Call Center Team Lead III

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our "family" of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

Summary:

Goldschmitt and Associates is seeking a Call Center Team Lead III to direct a Call Center team. The Call Center Team Lead III will be required to respond to incoming calls and emails from customers, recognize ongoing customer call trends and act on those improvements that can be implemented immediately, ascertain critical issues to be escalated to the supervisor or other management, and be able to effectively communicate the situation to management.

Job Duties and Responsibilities:

• Maintain Command Center
  • Ensure phones are staffed properly each day
  • Monitor call flows, queues and day-to-day operations to meet the needs of SBA and end user
  • Use data analytics and user interviews to determine call trends that can be reported to SBA
  • Perform Real-time queue monitoring
• Define program objectives, roles, and responsibilities
  • Understand that program roles and responsibilities are unique to each program the contact center supports and adjust accordingly
  • Coordinate with SBA program management to ensure program details, agent roles, and processes are clear
  • Implement any sudden program changes with agility, speed and accuracy
  • Rapidly escalate issues across the team to ensure continuity of operations
• Hire, onboard, train, and deploy personnel
  • Ensure all personnel have security clearances and are properly trained before taking calls or performing work in the contact center
  • Provide engaging virtual classroom training leveraging a center of excellence approach
  • Identify and train agents and contact center management teams
• Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use
  • Apply process improvement techniques and CX strategies to ensure agent feedback is continuously incorporated in scripting to boost and continuously improve customer experience
  • Refine call scripts, messaging/email templates, desk guides
  • Deploy a Rapid-fire approach and Knowledge Management practices and processes to ensure program materials are developed, revised and shared with staff in an exceedingly quick and accurate fashion
  • Use historical trends and program expertise to generate forecasts and demand models
  • Provide consistent and accurate reporting protocols
  • Deliver daily and weekly comprehensive, customized dashboards for reporting operations and quality results
  • Produce detailed trend reports on an ad hoc basis to show historical, current and/or cumulative call volumes, staffing and customer inquiry information
• Additional duties as assigned

Minimum Qualifications:

• Possess at least 1 year of Call Center experience
• Possess the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications:

• Bachelor's degree preferred