Help Desk Support

· Maintains staff by helping with recruiting, selecting, orienting and training employees

· Maintains safe and healthy work environment by enforcing organization standards, adhering to Human Resources policies

· Manage a team of call center agents

· Manage the work procedures, prepares work schedules and workflows

· Manage by walking around and being visible to answer questions

· Take calls that the agents can’t handle and be available when an agent appears to need assistance

· Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc

· Motivate and encourage agents through positive communication and feedback

· Monitors client calls to observe employee demeanor, technical accuracy and conformity to policies

· Help create knowledge documents and provide assistance to the development of on line help for PEAK

· Create and maintain the metrics for the call center and ticketing system

· Minimum of 3 years of Supervisor Experience of a call center

· Minimum of 3 years of time management

· Minimum of 3 years of customer service focus

· Have good phone skills, listening, verbal communication

· Experience using IVR/ACD (Five9, Cisco, etc)

· Experience in using a customer relation database such as Salesforce

· Understanding of a government environment and data governance

· Proficiency in Spanish is highly desired

All your information will be kept confidential according to EEO guidelines.