Call Center Shift Supervisor

Qualifications

• BS/BA degree or 4 years of experience in lieu of a degree
• CompTIA Sec +
• Active Secret Clearance required

Peraton is looking for a Call Center Shift Supervisor to help support the Action Request Center (ARC) for our Customer. This is a great opportunity to support a Mission Critical Customer all while helping to build a high-performance

Team. This position will be on-site at Fort Huachuca.

• Work directly with the Team Lead, acting as interim Lead in their absence (as assigned)
• Ensure adherence to team, organizational, and company policies and procedures
• Addressing minor ticketing issues with the Analysts, ensuring discretion, and providing proof of the documented process for their reference.
• Review and provide feedback on employee evaluations.
• Review and address the weekly audit findings with each ARC Analysts and collaborate with the Team Lead to adjust scores if deemed unfair or unwarranted.
• Assist with interviewing and hiring candidates suited for a dynamic and energetic environment
• Support team building and mentoring of employees
• Perform duties of ARC Analyst when necessary
• Assist with auditing, tracking, and trending of processes as needed
• Support data compilation and reporting requirements
• Review and maintain TTP/SOP/Guide/Templates documentation and team job aids
• Handle administrative and reporting tasks in the absence of the Team Lead (as assigned)
• Provide coverage for any shift within our 24/7 environment as needed
• Assists with the ARC Service Now Dashboard
• Complete weekly and monthly reporting