Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Supervisor.
POSITION RESPONSIBILITIES:
Serve as the primary point of contact for managing all contractor personnel assigned to the contact center support services, ensuring seamless execution of customer service operations in accordance with the contract’s Performance Work Statement (PWS).Responsible for overseeing a team of customer service representatives, ensuring they meet performance standards such as responding to an average of 1, daily contacts calls, emails, chats) with a % service level within seconds and a 5% or lower abandoned call rate, while maintaining professionalism and accuracy standards.Coordinates daily workflows, assigns tasks based on skill levels Level 1, 2, or 3 personnel), and monitors team performance using tools like the Avaya Aura Contact Center and MMLD databases, prov...