Call Center Sup​/TL

Join to apply for the Call Center Supervisor role at Systems Integration, Inc. (SII)

We are hiring a Call Center Supervisor/Team Lead to work at a site located in Colorado Springs, CO. Must be available to work during the hours of operation, which are from 2:30am to 7:30pm MST, seven days a week including holidays. Shift schedules are either 2:30am to 11:00am or 11:00am to 7:30pm.

This position is a Service Contract Act Wage Determination role, offering an additional $4.41 per hour for Health & Welfare benefits, in addition to the base wage rate.

The Team Lead/Supervisor will work with management to ensure adequate staffing based on call volume, and will be responsible for meeting service level agreements regarding wait times, call handle times, representative availability, escalation policies, call quality, privacy, and training documentation.

• Must be a US citizen and able to obtain a public trust clearance.
• Proven experience in customer service principles, including needs assessment, quality standards, and customer satisfaction evaluation.
• Knowledge of English language structure, spelling, grammar, and composition for clear documentation.
• Active listening and effective communication skills, with a service-oriented approach to problem resolution.
• Strong reading comprehension skills for understanding work-related documents.
• Critical thinking skills to analyze and evaluate solutions and approaches.
• At least 2 years of call center supervisory experience leading a team of 10+ representatives.
• Responsible for developing team members through coaching and quality inspections.
• Bachelor's Degree preferred.

SII is an equal opportunity employer, offering competitive pay, performance incentives, paid vacation, and holidays.

Salary range: $17.89 - $19.00 per hour