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:
Minimum Qualifications and Requirements:
Technical Requirements (Required and desired):
Training and Certifications (desired):