GSA Team Lead
Systems Integration, Inc. (SII)
Call Center Customer Service Team Lead
Location: Kansas City, MO
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. SII has opportunities for a qualified Call center Customer Service Team Lead located in Kansas City, MO to support a Federal Government Program. Join our team to discover a professional and rewarding career in an exciting, fast-paced, and growing government-contracting industry!
Responsibilities:
- Responsible for overseeing daily customer service operations
- Supervises contractor customer service personnel.
- Ensures compliance with KPIs, metrics and performance standards to ensure excellent customer experience.
- Serves as primary liaison between the contractor and the Government.
- Responds to calls, chats and customer inquiries during peak periods when contact volume exceeds available staffing.
Qualifications:
- Must have a Public Trust clearance status and must maintain any required clearances or suitability determinations.
- Excellent verbal and written communication skills.
- Ability to manage customer interactions professionally, efficiently, and with a high degree of accuracy.
- Proficiency with CRM systems, Salesforce preferred.
- Ability to use Google Workspace and other productivity tools.
- Capability to troubleshoot basic technical issues
- Background in supply chain or logistics.
- Attention to detail and strong documentation accuracy with excellent typing skills.
- Ability to work in a fast-paced, metrics-driven environment.
- Associate's degree and 3 years of relevant experience or 5 years of experience in the primary functional area.
- Certifications Preferred: Customer service, IT Support, or contact center operations certifications (e.g., HDO, CompTIA, Customer service credentials).
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.
Systems Integration, Inc. (SII)Vacancy posted 17 hours ago
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