Call Center Employee - Sterling, United States - BDR Solutions LLC

BDR Solutions LLC
BDR Solutions LLC
Verified Company
Sterling, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments.

BDR is seeking a
Call Center Employee to join our growing team
This position requires US Citizenship.
- (Military Veterans are highly encouraged to apply)_


Role Overview

Responsibilities

  • Maintain Command Center
  • Ensure phone is staffed properly each day
  • Perform Realtime queue monitoring
  • Monitor call flows, queues and daytoday operations to meet the needs of SBA and end user
  • Use data analytics and user interviews to determine call trends that can be reported to SBA
  • Implement any sudden program changes with agility, speed and accuracy
  • Rapidly escalate issues to supervisor/management as appropriate
  • Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use
  • Provide consistent and accurate reporting protocols
  • Deliver daily and weekly comprehensive, reports of operations and quality results
  • Produce detailed trend reports on an ad hoc basis to show historical, current and/or cumulative call volumes, staffing and customer inquiry information
  • Additional duties as assigned

Competencies:
To perform the job successfully, an individual should demonstrate the following.

  • Achievement Focus
  • Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.


  • Business Acumen

  • Aligns work with strategic goals. Conducts costbenefit analyses. Demonstrates knowledge of market and competition. Displays orientation to profitability. Understands business implications of decisions.


  • Business Ethics

  • Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.


  • Managing Customer Focus

  • Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.


  • Strategic Thinking

  • Adapts strategy to changing conditions. Analyzes market and competition. Develops strategies to achieve organizational goals. Identifies external threats and opportunities. Understands organization's strengths & weaknesses.


  • Analytical

  • Synthesizes complex or diverse information; designs work flows and procedures. Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.


  • Problem Solving

  • Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional or difficult topics. Generates creative solutions; demonstrates attention to detail.


  • Communications

  • Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.


  • Quality Management

  • Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality; monitors own work to ensure quality.


  • Impact & Influence

  • Pursues and wins support for ideas; displays ability to influence key decisionmakers; achieves winwin outcomes; uses authority appropriately to accomplish goals


  • Judgement

  • Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decisionmaking process; makes timely decisions.


  • Ethics

  • Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Required Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Minimum Requirements:


Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and
More jobs from BDR Solutions LLC
See all jobs of BDR Solutions LLC