Call Center Shift Supervisor

About The Role

Peraton is looking for a Call Center Shift Supervisor to help support the Action Request Center (ARC) for our Customer. This is a great opportunity to support a Mission Critical Customer all while helping to build a high-performance Team. This position will be on-site at Fort Huachuca. 

Responsibilities:

• Work directly with the Team Lead, acting as interim Lead in their absence (as assigned)
• Ensure adherence to team, organizational, and company policies and procedures
• Addressing minor ticketing issues with the Analysts, ensuring discretion, and providing proof of the documented process for their reference.
• Review and provide feedback on employee evaluations.
• Review and address the weekly audit findings with each ARC Analysts and collaborate with the Team Lead to adjust scores if deemed unfair or unwarranted.
• Assist with interviewing and hiring candidates suited for a dynamic and energetic environment
• Support team building and mentoring of employees
• Perform duties of ARC Analyst when necessary
• Assist with auditing, tracking, and trending of processes as needed
• Support data compilation and reporting requirements
• Review and maintain TTP/SOP/Guide/Templates documentation and team job aids
• Handle administrative and reporting tasks in the absence of the Team Lead (as assigned)
• Provide coverage for any shift within our 24/7 environment as needed
• Assists with the ARC ServiceNow Dashboard
• Complete weekly and monthly reporting

Qualifications

Qualifications:

• BS/BA degree or 4 years of experience in lieu of a degree
• CompTIA Sec +
• Active Secret Clearance required

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at 

Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.

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