Massachusetts Veterans Jobs

Position Summary: We are seeking an experienced and mission-driven team lead to support a team of help desk agents of a virtual contact center, while ensuring exceptional performance and compliance with service level agreements for our government clients. This role involves leading and mentoring a remote team of contact center agents, with a focus on fostering productivity, maintaining high-quality standards, and driving continuous improvement. The ideal candidate will have a strong commitment to NTI\'s mission of creating inclusive employment opportunities and will demonstrate leadership in promoting a culture of wellness, collaboration, and innovation. Essential Duties and Responsibilities: Team Leadership & Development: ? Manage and support FSD Contact Center staff in performing contact center operations. ? Oversee on boarding, training, and development of newly hired Help Desk agents ? Set the tone for a positive and productive remote work environment by modeling professionalism and collaboration. ? Provide guidance, coaching, and support to Help Desk agents to ensure they effectively track and improve productivity and quality. Operational Excellence: ? Ensure resources are effectively managed to meet staffing and service level goals for inbound contacts. ? Monitor and analyze data from telephony and ticketing systems to enhance AID self-help tools and improve service delivery. Performance Management & Reporting: ? Conduct regular performance reviews for staff to ensure alignment with organizational and client objectives. ? Assist Project Manager in creating and updating required reporting for contract performance. Collaboration & Escalation: ? Work closely with Project Manager to identify and escalate issues requiring executive-level attention. ? Facilitate clear communication and alignment across help desk staff. Compliance & Continuous Improvement: ? Ensure staffing compliance with information, security protocols and other mandatory training requirements. ? Foster a culture of continuous process and performance improvement, focusing on employee wellness and engagement. Other Duties: ? Perform additional responsibilities as assigned to support organizational goals. Minimum Requirements: ? Must pass a Federal Background check. ? Proven record of mentoring and leading call center agents in an equitable and manner, delivering successful results ? Ability to comprehend, educate, and enforce relevant policies/procedures. ? Self-directed, highly motivated change agent ? Manage priorities in a fast-paced environment ? Proficient in Microsoft products ? Excellent communication skills ? Proven analytical thinker ? Excellent technical skills ? Must be comfortable working while being on camera. Preferred Requirements: ? IT industry experience and knowledge are considered a plus. ? 1-3 years of supervisory experience, Technical Help Desk or Contact Center experience a plus ? Experience with incident management a plus Special Position Requirements: ? Flexibility on shifts is needed to ensure complete coverage is provided. Home office Requirements: ? All Computer equipment provided by the client. ? Office set up in a quiet space in the home. ? Private space to prevent the sharing of caller information from other members of the household. Internet Requirements: ? Reliable high speed internet with the ability to be hardwired if needed. ? Internet speed requirements with a land line phone are a minimum of 3 Maps download speed, and 1 Maps upload speed. ? Internet with VOID or Cable phone systems must have a download speed above 3 Maps, upload speed above 6 Maps, and PING below 100 Ams. ? All VOID phone providers must be approved by the client before moving forward Physical Demands: While performing the duties of this job, the employee is required to stand or sit, use hands to finger, handle or feel objects, and type on a keyboard. The employee must also be able to reach wit