Team Lead – Contact Center (Federal Agency Support)

Job description

Overview Team Lead – Contact Center (Federal Agency Support) Remote, Coverage is 8am to 8pm EST Monday through Friday Active Secret Clearance: Integral Federal is actively seeking a Contact Center Team Lead to join a new support team for a federal agency. This individual will be responsible for managing and guiding a team of contact center agents to ensure adherence to Service Level Agreements (SLAs), delivery of accurate information, and seamless collaboration with Tier 3 teams and government contacts. Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted). Responsibilities: 1. SLA Management: Ensure the team consistently meets or exceeds defined SLAs, focusing on quality and timeliness of support. 2. Information Accuracy: Oversee the provision of accurate and up-to-date information to customers, ensuring all responses are in compliance with federal guidelines and policies. 3. Collaboration with Tier 3 Teams: Work closely with Tier 3 support teams and government points of contact to resolve complex issues, facilitate communicatio...