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TechFlow - Arlington, VA
posted 2 months ago
Full-time - Senior
Remote - Arlington, VA
Professional, Scientific, and Technical Services
About the position
TechFlow, Inc. is seeking an experienced Customer Service Supervisor to lead a team of customer service representatives and operations coordinators for a high-profile government contract. This fully remote position requires managing a 24/7 customer service operation, ensuring efficient performance, and providing support for escalated issues. The role involves direct communication with employees, quality assurance checks, and performance reporting to upper management.
Responsibilities
- Provide daily direction and communication to employees to ensure efficient performance.
- Assist with escalated issues from the team as required.
- Schedule team for 24/7/365 coverage.
- Monitor KPIs to validate agents' performance.
- Conduct quality assurance checks on tasks performed by the team.
- Provide guidance and re-training when necessary.
- Report performance of CSRs against KPIs/SLAs to upper management.
- Evaluate processes and procedures, providing training and coaching as needed.
- Reconcile data between multiple systems using Excel.
- Utilize problem-solving and critical thinking skills in challenging situations.
- Act as backup for Program Specialist tasks.
- Approve employee time cards.
- Complete annual performance reviews and mid-year assessments for employees.
- Rotate on-call for weekends/holidays with Operations Coordinators.
Requirements
- Bachelor's Degree
- 5+ years' experience in customer service
- Experience with ticketing systems and call center telephony equipment
- Experience responding directly to customer issues and providing excellent customer service, both verbally and in writing
- Minimum three years supervising a team
- Experience supervising remote employees
- Proficiency in Microsoft Programs
- Ability to obtain and maintain Public Trust Clearance
Benefits
- Paid training
- AD&D insurance
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Paid time off
- Employee assistance program
- Vision insurance
- 401(k) matching
- Employee stock ownership plan
- Pet insurance
