Jacobs (Jacobs Engineering Group Inc)
Call Center Lead
Jacobs promotes a culture of operational excellence to create a safer, smarter, and more connected world while upholding the highest standards of compliance, quality and integrity.
We continue to thrive and need your talent and motivation to help propel us farther, faster.
Jacobs is seeking a Call Center Analyst for the Washington, D.C. office. Duties will include:
Evaluate, provide feedback, mentor and motivate employees to provide excellent customer service, while improving call quality and performance metrics
Analyze incident statistics to ensure performance and quality standards are met
Manage weekly team scheduling, ensuring proper coverage
Communicate issues to management in timely manner
Maintain performance reviews and set appropriate goals for team members
Take calls as necessary to meet service level objectives
Handle supervisor calls and oversee escalation queue
Train new employees to ensure professional, performance and quality standards are met
Monitor email volume to ensure appropriate staffing levels are maintained to service clients
Participate in client quality calibration sessions
Analyze business and client statistics and makes recommendations based on findings
Proactively identify process improvements and drive initiatives
Drive process improvements
Ensure proper ticket assignment and categorization in the Remedy Ticketing tool
Coordinate transfer of tickets between Help Desk groups to mitigate confusion/ disagreements
Ensure aging tickets are actively worked
Coordinate activities between client and external help desks
Helpdesk support is provided during the hours from 7:00 AM to 6:00 PM Eastern Time, Monday through Friday (excluding Federal Holidays). Coverage is provided by the overall Help Desk team.
Approximately 750 tickets are handled per month by the team.
US Citizen or- Must be able to obtain a Public Trust clearance
Two (2) years of college and five (5) years of directly related experience in a Novell Netware, or NT environment, or a combination of education, certifications (Novell CNE, Microsoft MSSE or equivalent are preferred) and relevant experience for a total of seven (7) years. Progressive relevant training and/or certification in appropriate discipline may be substituted for one (1) year of the education or experience requirement.
5 years of experience in a customer service related field with 2 years of experience as a lead
2 years of experience supporting a tier 1 help desk
Excellent communication skills
Ability to work in a fast-paced environment, adapt to changing priorities, meet deadlines, multi-task effectively and work well under pressure.
Ability to follow defined procedures and deal with different and specialized situations.
Ability to plan own work and the work of others and lead work groups or teams.
Ability to calmly handle excited/upset customer base
Ability to explain technical matters to non-technical people
Ability to produce written reports and visual aids
Ability to work in a high paced team environment
Ability to clearly communicate and share solutions and information with team members
Strong functional and Personal/Inter-Personal Skills
Excellent listening, communication, both oral and written, and consulting skills.
Familiarity with Microsoft Outlook, Word and Excel
Ability to work with a spirit of service, knowledge sharing, and cooperation in a dynamic, team-oriented environment
Experience with Remedy Ticketing System
Background in Financial Systems and knowledge of Application Compass, and Compass Data Warehouse
HR or Payroll call center experience
Most work will be done at a desk or computer.
General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers.
Equipment & Machines:
General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment.
Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur.
Other Essential Functions:
Must be able to communicate effectively both verbally and in writing
Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be able to interface with individuals at all levels of the organization both verbally and in writing. Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must work well under pressure to meet deadline requirements. Must be willing to travel as needed. Must take and pass a drug test and background check as well as a motor vehicle records check. Must be a US citizen.
Jacobs Engineering Group Inc. is one of the world’s largest and most diverse providers of professional technical services. With 2013 revenues of nearly $12 billion, we offer full-spectrum support to industrial, commercial, and government clients across multiple markets. Services include scientific and specialty consulting as well as all aspects of engineering and construction, and operations and maintenance. Our primary markets include: