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Steampunk, Inc. · 3 months ago

Help Desk Supervisor

Weston, FL

Full-time

Onsite

Mid, Senior Level

6+ years exp

Steampunk, Inc. is a Change Agent in the Federal contracting industry, bringing new thinking to clients in various sectors. They are seeking a Help Desk Supervisor to coach and motivate contact center representatives, assist in hiring and training, and ensure representatives meet performance standards while providing ongoing support and coaching.

ConsultingInformation Technology

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products

Ensuring representatives understand and comply with all contact center objectives, performance standards, and policies

Answering representative questions regarding best practices or difficult calls

Identifying operational issues and suggesting possible improvements

Monitoring and evaluating representative performance, providing learning or coaching opportunities, and taking corrective action, if necessary

Preparing reports and analyzing data to assist management as they determine contact center goals

Working with other supervisors and management team members to support representatives and maximize customer satisfaction

Supervise contractor personnel to ensure effective and timely processing of work assignments

Review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by Contractor upper management have been complied with and satisfactorily implemented

Monitor the workflow to ensure minimum backlog and maximum productivity, and shall prepare documentation regarding any performance deficiencies

The Help Desk Supervisor shall brief newly assigned personnel regarding duties and functions as assigned, and monitor their progress

Maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the information

Prepare daily and weekly staffing production and error reports for submission to Contractor or government management

Expected to answer calls and emails in addition to duties above

Qualification

Supervisory experienceCustomer support experienceTechnical knowledgeOral communicationWritten communication

Required

A Bachelor's Degree

Six (6) years of experience and sufficient technical knowledge in a relevant environment

Minimum of two (2) years of supervisory experience

Two (2) recent years of experience as a customer support services operator/analyst

One (1) year of recent supervisory experience in that setting

Satisfactorily demonstrated oral and written communication skills

Benefits

Employee owned company

Investing in our employees to enable them to do the greatest work of their careers

Rewarding them for outstanding contributions to our growth

Company

Steampunk, Inc.

Glassdoor4.4

Steampunk is anchored by a startup culture with a customer-centered delivery approach, we put our Federal government clients in the center of everything we design, develop, and deliver to drive high-quality mission impacts and user experiences at speed.

Founded in 2019

Washington, District of Columbia, USA

201-500 employees