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Customer Service Help Desk Supervisor - Remote
$50,000 - $60,000/Yr
Capitol Bridge - Arlington, VA
posted about 2 months ago
Full-time - Mid Level
Remote - Arlington, VA
Professional, Scientific, and Technical Services
About the position
The Customer Service Help Desk Supervisor at Capitol Bridge is responsible for leading and overseeing the Help Desk team to ensure efficient support for government projects. This remote position requires a dynamic individual who can manage operations while adhering to high-security standards. The role involves supervising staff, monitoring workflow, and ensuring compliance with procedures, all while providing excellent customer service.
Responsibilities
- Supervise contractor personnel to ensure effective and timely processing of work assignments.
- Review work completed by contractor personnel for compliance with procedures and operations.
- Monitor workflow to minimize backlog and maximize productivity.
- Prepare documentation regarding performance deficiencies.
- Coach and develop Help Desk agents.
- Maintain time and attendance and production logs for supervised employees.
- Prepare daily and weekly staffing production and error reports for management.
- Answer calls and emails in addition to supervisory duties.
Requirements
- Bachelor's degree in a relevant field.
- Six years of experience in a related environment.
- Two years of supervisory experience.
- Two recent years of experience as a customer support services operator/analyst.
- One year of recent supervisory experience in customer support.
- Demonstrated oral and written communication skills.
- Multilingual skills are a plus.
Benefits
- Paid training
- Paid holidays
- Health insurance
- Dental insurance
- 401(k)
- Employee assistance program
- Vision insurance
- Life insurance
