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.