The Contact Center Shift Lead shall possess and demonstrate sound customer service and communication skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Qualified candidates will report directly to the Contact Center Manager, supporting a 24x7 contact center operation with approximately 120,000 calls per year. Candidates need the ability to be on call nights/weekends/holidays to ensure all shifts are covered.
What You’ll Get to Do:
• Ensure contact center’s guidelines and policies are followed
• Day-to-day liaison with customers including taking calls, routing calls, handling customer inquires
• Support agents by clearly communicating expectations, provide timely and accurate feedback, remove obstacles to performance, and provide opportunities to develop skills
• Coach team members, provide feedback and obtain commitment on action items
• Resolve customer complaints; handle problem calls that staff cannot handle by following policies and procedures
o Remove roadblocks to productivity by handling questions/concerns, and achieving or exceeding objectives
o Resolve escalations and complex issues in a timely and efficient manner
• Support in call taking in the event that multiple agents are on leave or during a surge event
• Report Adherence to scheduling
• Identify reasons for attendance and adherence problems and work to resolve the issues through feedback, training, or performance improvement planning
• Monitor, identify trends or any irregularities that need further study and communicate the efficiency results to the manager
• E.g., adherence to schedule, occupancy, average speed to answer, call duration, call wrap up time, etc.
• Monitor performance and work to improve productivity and quality in real-time
The work shift for the position is:
This position is required to be remote.
Monday 4:30pm – 1:00amTuesday 4:30pm – 1:00amWednesday 4:30pm – 1:00amThursday 4:30pm – 1:00amFriday 4:30pm – 1:00amSaturday OffSun Off
You’ll Bring These Qualifications:
• Ability to obtain/maintain DHS EOD Suitability clearance is required
• Typically requires bachelor’s degree or equivalent
• 8+ years of related experience (leading shift Call/Contact Center with 5+ staff is a plus)
• Hands on experience with Cisco’s Finesse (ACD/IVR) system or other similar systems
• Possess excellent customer service skills
• Demonstrate at all times a professional manner and patience while interfacing with the customer and staff
• Effective communicator across a range of business levels
• Ability to be on call nights/weekends/holidays to ensure all shifts are covered
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here.
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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.
The proposed salary range for this position is:
$64,400 - $135,100CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.