Call Center OnuDSite Lead

Call Center On-Site Lead

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments. BDR is seeking a Call Center On-Site Lead to join our growing team! This position will be performed on-site in Lakewood, Colorado.

This position requires US Citizenship with a Public Trust or the ability to obtain one. (Military Veterans and HUBZone candidates are highly encouraged to apply)

The Call Center On-Site Supervisor selects from alternative methods and refers problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both manually and electronically); verifying statistical reports for accuracy and completeness; compiling information; and handling and adjusting complaints.

• Support agents with procedures and process for complex transactions
• Work with the Supervisor and management to accommodate daily workload fluctuations
• Provide workload data, estimates and information on staffing needs
• Suggest recommendations for scheduling
• Perform quality control surveillances of processes and procedures to verify compliance
• Ensuring agents understand and comply with all call center objectives, performance standards and policies
• Identifying operational issues and suggesting possible improvements

• Minimum of 2 years of experience is required and 5+ years are preferred
• Experience with mentorship and training of junior agents
• Request appropriate warehouse supplies
• Experience with timecard administration and scheduling
• Able to obtain a VA Public Trust clearance
• In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

BDR is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.