Our customer, one of the largest behavioral and social science research organizations in the world is looking for a Help Desk Supervisor. This is a contract opportunity for 3 months at least, great opportunity to get your foot in the door! -Starts as soon as possible -Pay is $20.00 to $23.00 per hour, depending on experience. -This is to work in Reston, VA -Working schedule is from 11:30 AM to 8PM -Bilingual preferably
This position bridges help desk agents (HDA) and Call Center management, with a focus on quality control. It involves a wide variety of duties associated with help desk support for a health-related survey.
To supervise and manage - Coordinate and plan the day-to-day activities of the shift being supervised. Assign and monitor interviewer work activities. Give performance, attendance, and behavior feedback. Monitor production to assure project goal of 24-hour response time. Ensure that day-to-day, as well as long-term project goals are met.
To train/provide on-going training and feedback to HDAs in order to conduct high quality help desk support. Participate in project trainings and HDA trainings. Develop methods to improve HDAs- efficiency, and adherence to study protocol. Screen daily reports from ticketing system.
To track help desk progress while in the field. Monitor daily reports from the ticketing system being used by HDAs.
Required - College Degree or some college coursework or certifications - 3 or more years of professional experience in a call center or customer service environment - 2 or more years of successful leadership experience in a professional environment - Proficiency with basic computer programs including the MS Office Suite - Strong verbal, interpersonal, and written communication skills - Strong analytical, problem-solving, and decision making capabilities - Team player with the ability to work in a fast paced environment - Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude at all times - Ability to be flexible to handle multiple priorities, to work limited overtime or provide supervisory coverage as necessary