Tier 1 Call Center Supervisor

We are seeking to hire a full time Tier 1 Supervisor which is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment.This opening is for a full-time position located in the ITCON Services contact center located in Fairfax VA. Applicant must be a permanent resident or citizen of the United States and capable of obtaining a Public Trust clearance with the U.S. Government. Responsibilities for this position include:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual requirements and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training/meetings
• Promote the ITCON values through both behavior and attitude, including being an advocate for team members

• Associate degree in related field
• 2-4 years of related management experience
• English speaking proficiency
• Familiarity with CRM systems and practices
• Proficient using computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule