Call Center Innovations Lead

Position Summary:

The Call Center Innovations Lead will spearhead call center optimization initiatives such as implementation of web chat and knowledge management.  The Lead will suggest, plan, implement, and support new call center innovations.  The candidate will have broad skills in both technology and analysis.  The position requires strong knowledge of call center best practices in chat, knowledge management, quality assurance, workforce management, training, agent performance, and reporting/analytics.

The ability to obtain/maintain an agency Public Trust clearance is required.

Essential Job Duties and Responsibilities:

  • Optimizing a multi-channel contact center or help desk.
  • Creating and executing chat strategy.
  • Evaluating various live chat support platforms/vendors.  Developing functional and technical requirements and selection criteria, in order to facilitate client’s decision-making.
  • Planning, designing, implementing, and supporting a chat channel, including platform, processes, integration with other call center systems (ticketing, KM, IVR), training, KPIs and reporting.
  • Planning, designing, and implementing knowledge management.
  • Evaluating and using various knowledge bases.
  • Using or creating content for learning management systems.
  • Technical knowledge of Interaction Client or similar IVR/ACD.
  • Measuring customer satisfaction.
  • Communicating with senior leadership, supervisors, and agents.  Must have strong written and verbal communication skills.

Minimum Qualifications and Requirements:

  • Four year BA/BS college degree
  • 5-8 years’ experience as a contact center consultant or trainer, or supervisor

Technical Requirements (Required and desired):

  • Performing quality assurance (monitoring, scoring) on calls and tickets, or improving QA processes.
  • Improving customer satisfaction and employee engagement.
  • Using or implementing automated and/or manual workforce management (forecasting, scheduling).
  • Creating 508-compliant training material.
  • Creating or delivering customer service training (e.g., soft skills).
  • Developing and implementing a plan to migrate knowledge base solutions.

Training and Certifications (desired):

  • Relevant industry certifications a plus (e.g., ITIL Intermediate, HDI, Call Center Certifications)
Reference :
Contract :
Job(s) available(s) :
Experience :
5+ years
Studies level :
Senior Level
Wage :
Working place :
Alexandria VA
Working duration :
Long Term
Creation date :
Latest modification :
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