Call Center Operator

Job Description

Job Description

**Only shift available is 2nd (12:30 PM - 11:00 PM)

Description

The Call Center Operator will serve as the first point of contact for support, providing frontline assistance and customer service via phone, email, chat, and ticketing systems. This individual will work as part of a collaborative call center team under the direction of a Call Center Supervisor, following established procedures and service delivery standards to ensure a consistently positive support experience for all end users. Principal responsibilities will include but are not limited to:

• Serve as the first point of contact for government end users contacting the Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.

• Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.

• Follow established call handling scripts, knowledge base articles, and SOPs to provide information support.

• Accurately categorize, prioritize, and route calls, ensuring all relevant information is captured and communicated clearly.

• Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.

• Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.

• Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.

• Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.

• Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.

• Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.

Skills

Customer service, Customer service oriented, Call center, Customer relationship, Help desk, Support, Help desk support, Multi tasking

Top Skills Details

Customer service,Customer service oriented,Call center,Customer relationship

Additional Skills & Qualifications

Education and Experience:

• High school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.

• 1+ years of experience in a call center, help desk, customer service, or technical support role.

Required Skills and Competencies:

• Strong communication skills in English – both written and oral – with the ability to explain technical concepts clearly and professionally to end users with varying levels of technical knowledge.

• Demonstrated customer service skills with a patient, empathetic, and solution-oriented approach to handling end user support interactions.

• Ability to accurately document support interactions, issues, and resolutions in an ITSM ticketing system in a clear, concise, and timely manner.

• Strong attention to detail with the ability to follow established call handling procedures, knowledge base articles, and SOPs consistently and accurately.

• Ability to manage multiple tasks simultaneously, including active call handling, ticket documentation, and queue monitoring, in a fast-paced environment.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.

• Demonstrated ability to work effectively as part of a team, taking direction from supervisors and contributing to a positive and collaborative team environment.

• Strong time management and schedule adherence skills, with the ability to maintain consistent performance across all assigned shifts.

• Ability to obtain and maintain a government security clearance as required.

Experience Level

Entry Level

This is a Contract to Hire position based out of Nashville, TN.

The pay range for this position is $17.26 - $18.36/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Nashville,TN.

This position is anticipated to close on Sep 28, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.