Call Center Supervisor

BA/BS and a minimum of 6 years of full time (40 hours a week) call center experience. Experience can be substituted for education.
Three or more years’ experience managing and supervising a team commensurate with the size of this project
Required Technical Skills: IAT Level II certification (DoD 8570 Compliance)
Security Clearance Level: Active Top Secret with SCI Eligibility
Required Skills and Abilities: Excellent verbal and written communication skills. Interagency Language Roundtable level 3 – English

Oversee all aspects of call center functions and performance during normal business hours 8AM – 4PM Monday through Friday.
Manage the tasking of the Tier 0 staff of up to 10 personnel on a daily basis and work with other team leaders to flex/surge personnel across locations to ensure mission requirements are being met.
Create a daily Pass Down Report documenting state of current issues to be transferred to the appropriate 24 x 7 x 365 Help desk daily at 4PM to ensure call center functions without interruption.
Manage a team of up to 10 call center specialists in support of the IT system at a government location in Washington DC.
Manage the development of knowledge articles, detailed work instructions, and ‘How to’ articles to ensure call center specialist provide expedient and efficient first contact with customers.
Document issues in the ticketing system and as necessary escalate to Tier 1 personnel for resolution of more complex issues.
Keep customers up to date on the status of issues / requests throughout the resolution process.