Eligible for Public Trust
* Oversee the hotline operation, manage customer interactions, provide quality assurance, and handle any issues, problems, and master tickets.
* Responsible for daily, weekly, and monthly reports and for ensuring the COR or other Government designee is made aware of any major issues, trends, or escalated problems that may need attention from management.
* Answers incoming calls and E-Support web requests, conducts necessary research, logs cases, and makes outgoing calls as needed.
Minimum Qualifications, Skills and Education:
Excellent communication and staff management skills.
Ability to use Call Center Management reporting tools, specifically those used to determine staffing levels as they relate to call volume.
Ability to interpret and apply applicable rules, policies, and procedures
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