Center Deputy Lead

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees.

Description

Empower AI is seeking a Knowledge Center Deputy Lead to supervise shifts of Tier I Knowledge Center agents supporting the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the KC through a dedicated toll‑free number, support email, public web form, and public chatbot, and the KC agent creates and manages the ticket on their behalf.

The Deputy Lead owns special projects and coordinates enterprise‑wide updates and upgrades in preparation for external application changes. Additionally, this position will act as the Lead as needed (during absences). In this capacity, the Deputy will manage real‑time shift performance against SLAs and XLAs, coaches agents on external‑user handling and manual ticket creation, enforces the email‑based Customer‑Confirmed Ticket Closure process, and coordinates escalations to application resolver groups.

This is a salaried, FLSA‑exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS REMOTE WORK ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Responsible to the KC Lead for the planning, training, stakeholder communications, and integration of all customer Tier 0/1 under the Knowledge Center.
• Manages and plans for Enterprise‑level KC support changes to customer applications.
• Is the continuous liaison of the KC for Tier II/III providers to ensure constant communications and issue resolution.
• Assists the KC Lead in the supervision of shifts of Tier I Knowledge Center agents supporting external users: scheduling and coverage across 6:00 a.m. to 8:00 p.m. ET, coaching, quality reviews of calls, emails, and manually created tickets, and performance management.
• Own real‑time shift performance for the KC (contact handling, First Contact Resolution, PL1‑PL4 SLA adherence, CSAT/CES) and take corrective action to protect service levels for external users.
• Enforce the email‑based Customer‑Confirmed Ticket Closure process, accurate capture of external user information and issue details, and documented escalation procedures to application resolver groups.
• Analyze shift‑level trends by application and contribute to knowledge content, Tier 0 chatbot improvements, and Problem Management for external‑user issues.
• Supervise a team of Tier I service desk and Knowledge Center analysts across core hours (6:00 a.m. to 8:00 p.m. ET) and extended‑hours shifts, including scheduling, coverage planning, attendance, performance management, coaching, and professional development.
• Own real‑time and daily operational performance: monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0…