Customer Service Call Center Supervisor

ASRC Federal Holding Company - Medford, OR (30+ days ago)3.5


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ASRC Federal Research and Technology Solutions' focus is on technical and complex, mission-oriented services with contracts supporting federal government agencies. Our team of scientists and professional management personnel allows us to bring real-world experience to meet the growing demand for solutions to some of the most complex problems in aviation, IT management, aviation, and Earth and space sciences. We are seeking an Customer Service Call Center Supervisor to support a government contract in Medford, OR.

Responsibilities:
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The Supervisor shall supervise employees to ensure effective and timely processing of work assignments.
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The Supervisor shall review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by upper management have been complied with and satisfactorily implemented.
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The Supervisor shall monitor the workflow to ensure minimum backlog and maximum productivity, and shall prepare documentation regarding any performance deficiencies.
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At the discretion of upper management, the On-Site Supervisor shall brief newly assigned personnel regarding duties and functions as assigned, and monitor their progress.
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The Supervisor shall be under the direct supervision of the Help Desk Manager and shall interface with him/her regarding all performance, technical, or personnel matters.
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The Supervisor shall maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the information.
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The Supervisor shall prepare daily and weekly staffing production and error reports for submission to Contractor or government management.
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The Supervisor(s) for the Service Center is expected to answer calls and emails in addition to duties above.

Qualifications:
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The On-Site Supervisor must have ten (10) years of experience and sufficient technical knowledge in a relevant environment, as well as a minimum of four (4) years of supervisory experience, AND two (2) recent years of experience as a customer support services operator/analyst, including one (1) year of recent supervisory experience in that setting. The On-Site Supervisor must have satisfactorily demonstrated oral and written communication skills.

Must be able to obtain a Public Trust security clearance.

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled