ServiceSource Inc. Contract Shift Supervisor in Newport News, Virginia

ServiceSource is a leading nonprofit disability resource organization with regional offices and programs located in eight states and the District of Columbia. We serve more than 17,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. In addition to our support services, ServiceSource directly employs more than 1,500 individuals on successful government and commercial affirmative employment contracts. We invite you to be a part of our successful mission by applying for this position.

Job Purpose: Oversee team of Help Desk Agents responsible for direct customer contact support services. Provide oversight, training and coaching to Help Desk Agents who are required to provide technical advice, trouble analysis, problem resolution, general information, systems support, courseware access, customer records maintenance, data entry and problem detection.

Essential Duties and Responsibilities:

  • Provide day-to-day supervision and coaching of Help Desk Agents

  • Resolve Tier 1 level help desk support

  • Monitor productivity of Help Desk Agents and recommend training or support as needed

  • Communicate changes to procedures and/or protocol to ensure contract compliance

  • Determines department scheduling and staffing needs

  • Performs call audits, quality coaching, and training

  • Maintains database to track and report on quality metrics; makes recommendations for process efficiency

Required Education and Experience:

  • High School Diploma or (GED) general equivalency diploma

  • 2+ years of experience in technical support, advanced customer service, or equivalent role

  • 1+ years of supervisory experience in a call center environment

  • Understanding of personal computers, working knowledge of Microsoft operation systems (versions 7 and above), Microsoft Office suites (version 10 and above) and internet browsers (Firefox, Internet Explorer)

This contract is a 24 hour, 7 day operation that may require your flexibility to provide coverage over different shifts. As essential personnel, shift assignments may require you to work on holidays, late evenings, overnight, and during inclement weather conditions or emergency situations.

Normal office working conditions.

ID: 2016-2659