Jobs
>
Vienna

    Contact Center Team Lead – - Vienna, VA, United States - Integral Federal

    Integral Federal
    Integral Federal Vienna, VA, United States

    1 week ago

    Default job background
    Accounting / Finance
    Description

    Overview Contact Center Team Lead - (Federal Agency Support) Remote, Coverage is 8am to 8pm EST Monday through Friday Active Secret Clearance Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency.

    This individual will be responsible for managing and guiding a team of contact center agents to ensure adherence to Service Level Agreements (SLAs), delivery of accurate information, and seamless collaboration with Tier 3 teams and government contacts.

    Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted). Responsibilities 1.


    SLA Management:
    Ensure the team consistently meets or exceeds defined SLAs, focusing on quality and timeliness of support


    2 Information Accuracy:

    Oversee the provision of accurate and up-to-date information to customers, ensuring all responses are in compliance with federal guidelines and policies.

    3.


    Collaboration with Tier 3 Teams:

    Work closely with Tier 3 support teams and government points of contact to resolve complex issues, facilitate communication, and maintain alignment with agency objectives.

    4.


    Team Training & Development:
    Conduct regular training sessions for team members, focusing on skill enhancement, knowledge updates, and adherence to best practices in customer support


    5 Escalation Handling:
    Act as the point of contact for escalated customer issues, ensuring timely and effective resolution that meets customer expectations and agency standards


    6 Performance Monitoring:
    Monitor team performance through regular reviews and metrics analysis, providing feedback and coaching to drive continuous improvement


    7 Reporting & Documentation:
    Maintain accurate records of team activities, including performance reports, training records, and escalation logs, ensuring compliance with federal record-keeping requirements


    Qualifications Required:

    • 5+ years of experience in a call center environment with prior experience in a team lead or supervisory role for an environment with multiple channels including email, chat, and phone; experience with Amazon Connect and Amazon Lex preferred
    • Experience researching problems, analyzing trends, and distributing findings through ITSM; experience with Salesforce for incident management is preferred
    • Strong leadership and team management skills, with extensive customer service, verbal and written communication skills required
    • Ability to collaborate effectively with internal and external stakeholders
    • Analytical skills with a focus on performance metrics and continuous improvement
    • Bachelor's degree or certification; work experience may be a substitute
    • US Citizenship necessary with ability to pass a background check
    • ACTIVE SECRET CLEARANCE REQUIRED Company Overview Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in Tysons Corner, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k).
    Give us a try and become part of a curated group of professionals at Integral Federal Our package also includes:


    • Medical, Dental & Vision Insurance
    • Flexible Spending Accounts
    • Short-Term and Long-Term Disability Insurance
    • Life Insurance
    • Paid Time Off & Holidays
    • Earned Bonuses & Awards
    • Professional Training Reimbursement
    • Paid Parking
    • Employee Assistance Program Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.
  • OTHSolutions

    Team Lead

    2 days ago

    OTHSolutions Arlington, United States

    OTHSolutions is seeking a qualified individual to lead a team of management consultants, focused on providing both strategic planning and policy development support for a homeland security and critical infrastructure protection program. Duties include, but are not limited to, the ...

  • Lamb Weston

    Team Lead

    1 week ago

    Lamb Weston Washington, United States

    Title: Team Lead - Accounts Payable · Location: Statewide Multi Use, WA · About Lamb Weston · We love making fries almost as much as you like eating them Since the 1950's, Lamb Weston has inspired customers with food they love, trust, and share with families and friends. As a lea ...

  • SAIC

    Team Lead

    4 days ago

    SAIC Quantico, United States

    Job ID: · **Location**:QUANTICO, VA, US · **Date Posted**: · **Category**:Defense/Intel · **Subcategory**:Intel Analyst · **Schedule**:Full-time · **Shift**:Day Job · **Travel**:Yes, 10 % of the Time · **Minimum Clearance Required**:TS/SCI · **Clearance Level Must Be Able to Ob ...

  • BlueNova Industries

    Team lead

    6 days ago

    BlueNova Industries Christopher, United States

    "We, as a sales and promotion agency, are in close contact with our customers on a daily basis. We present and sell the products entrusted to us with great passion, expertise, and dedication. As a team, we successfully tackle daily challenges with high agility and a lot of fun. J ...

  • Veterans Enterprise Technology Solutions

    Cti Team Lead

    1 week ago

    Veterans Enterprise Technology Solutions Rosslyn, United States

    Overview: · Staffing Pros, a division of VETS Inc., is recruiting for a full-time CTI Team Lead. This is a Hybrid position located in Rosslyn, VA rotating every other week · - 3 days onsite and 2 days remote/2 days onsite and 3 days remote. Must work onsite for the first 90 days. ...

  • Trusted Advisors

    Technical/Team Lead

    4 days ago

    Trusted Advisors Washington, United States

    Job Description · Job DescriptionNous recherchons pour le compte d'une filiale d'une banque basée à Casablanca, Technical/Team Lead qui assurera une implémentation de la solution conformément à l'architecture, aux standards et normes techniques du groupe (en termes de qualité de ...

  • Red River

    Service Desk Team Lead

    1 day ago

    Red River Chantilly, United States

    Position Summary: · - The Service Desk Team Lead (TL) will support a team of 5-10 service desk engineers as an active leader in the management of the 24x7 Service Operations Center, located in Chantilly, VA. In addition, the TL should be open, approachable and be able to engage w ...

  • Bass Pro Shops

    Team Lead Firearms

    1 week ago

    Bass Pro Shops Spring, United States

    **EXCITING OPPORTUNITY AWAITS NEW STORE OPENING IN SPRING, TEXAS** · **Join our dynamic team as we embark on a thrilling journey with the opening of our newest store** · *** · **_:_** · Under the supervision of the Group Sales or Department Manager, the Team Leader gives daily di ...

  • OCT Consulting, LLC

    Business Intelligence Team Lead

    1 week ago

    OCT Consulting, LLC Washington, United States

    **Business Intelligence Team Lead ** · OCT Consulting, LLC is an SBA-certified, 8(a) small business management and technology consulting firm that provides support to Federal Government clients. We provide consulting services in the areas of Strategy, Process Improvement, Change ...

  • Ation Group

    Pss Adjudicator Team Lead Cisa

    1 day ago

    Ation Group Arlington, United States

    Provides entrance on duty (EOD) support to make pre-appointment and interim clearance recommendations in accordance with the relevant Executive Orders (EOs), U.S. Code of Federal Regulations (CFR), all the Security Executive Agent Directives (SEADs), Intelligence Community Direct ...

  • General Dynamics Information Technology

    Document Operations Team Lead

    1 week ago

    General Dynamics Information Technology Washington, United States

    Type of Requisition: · Regular · Clearance Level Must Currently Possess: · None · Clearance Level Must Be Able to Obtain: · None · Suitability: · Public Trust/Other Required: · Job Family: · Program Management · Job Qualifications: · **Skills**:Communication, Database Entry, Peop ...

  • St Johns Community Services

    Day Team Lead-dc

    1 week ago

    St Johns Community Services Washington, United States

    Position provides support, training, supervision, and instruction to individuals in social, employment, emotional, and behavioral skills; supervises assigned staff; reviews individual support plans and completes data collection; transports individuals to and from various communit ...

  • General Dynamics Information Technology

    NET Software Team Lead

    3 days ago

    General Dynamics Information Technology Rockville, United States

    Type of Requisition: · Regular · Clearance Level Must Currently Possess: · None · Clearance Level Must Be Able to Obtain: · None · Suitability: · Public Trust/Other Required: · MBI (T2) · Job Family: · Systems Engineering · Job Qualifications: · **Skills**:Design, Software Develo ...

  • Bass Pro Shops

    Team Lead Used Firearms

    6 days ago

    Bass Pro Shops Spring, United States

    **EXCITING OPPORTUNITY AWAITS NEW STORE OPENING IN SPRING, TEXAS** · **Join our dynamic team as we embark on a thrilling journey with the opening of our newest store** · **__**_:_** · The Team Lead operates a business within a business. Their responsibilities are, but not limited ...

  • Integral Federal

    Contact Center Team Lead –

    6 days ago

    Integral Federal Vienna, United States

    Contact Center Team Lead – (Federal Agency Support) · Remote, Coverage is 8am to 8pm EST Monday through Friday · Active Secret Clearance · Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individual will be resp ...

  • Integral Consulting Services

    Contact Center Team Lead

    2 days ago

    Integral Consulting Services Vienna, United States

    Overview · Contact Center Team Lead - (Federal Agency Support) · Remote, Coverage is 8am to 8pm EST Monday through Friday · Active Secret Clearance · Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individu ...

  • Integral Federal

    Contact Center Team Lead

    2 days ago

    Integral Federal Vienna, United States

    Contact Center Team Lead (Federal Agency Support)Remote, Coverage is 8am to 8pm EST Monday through FridayActive Secret ClearanceIntegral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individual will be responsible for ...

  • Logistics Management Institute

    Dsca Subject Matter Expert/team Lead

    2 days ago

    Logistics Management Institute Arlington, United States

    Overview: · LMI is seeking a skilled DSCA Team Lead/Security Cooperation Subject Matter Expert at a client site in the National Capital Region. Successful DSCA Team Lead will demonstrate competency in project execution, leadership critical thinking, relationship management, and b ...

  • Integral Services Company

    Contact Center Team Lead

    6 days ago

    Integral Services Company Vienna, United States

    Overview: · Contact Center Team Lead (Federal Agency Support) · Remote, Coverage is 8am to 8pm EST Monday through Friday · Active Secret Clearance · Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individua ...

  • HomeServices Property Management

    Team Lead

    22 hours ago

    HomeServices Property Management Reston, United States

    Job Summary: · Under the supervision of the Chief Administrative Officer & General Counsel, the Property Manager Team Lead directly manages a team of property managers and staff within the regional real estate branch system and ensures the team is focused on providing exception c ...