GoArmy Contact Center Assistant Team Lead (Internal Hire)

Job description

Supports the GoArmy Contact Center Team Lead  with maintaining GoArmy Contact Center (GACC) systems.  Responsible for aiding the Team Lead in ensuring that all channels of the contact center are staffed and achieving the service level agreements (SLAs) outlined in the performance work statement (PWS). 

Supports and aids in execution of the GACC escalation plan by the company standard operating procedures (SOPs).

Keeps Team Lead informed by reviewing and analyzing realtime on-call/chat engagements, summarizing information, and tracking trends.

Requirements

  • Must be willing to work Second Shift (1500 – 2330) 
  • Must currently be part of GoArmy Contact Center contract
  • Must complete social media training
  • Team Lead Academy graduate (or currently enrolled)
  • No Adverse Counseling/PIP within the last 6 months
  • Must be willing to work in office minimum of 1 day p/week
  • Must have updated resume submitted NLT 1600 on Friday 24 June, 2022. 

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