Contact Center Lead/Trainer

KECH is an award winning HUBZone certified and Woman-Owned Small Business (WOSB) whose Founders bring over 50 years of collective expertise in IT services, service desk solutions, and contact center operations. Our leadership team comprises seasoned professionals that deliver results and drive our continued success.

At KECH, we are committed to empowering our clients to deliver exceptional customer service experiences, one great interaction at a time. Our foundation is built on the belief that every engagement matters, and it is through these meaningful connections that we continually improve service.

Job Summary: The Call Center Team Lead/Trainer ensures the efficient operation of the Customer Support Center, training, coaching, and assisting Veteran Service Support Technicians (VSST). This role maintains call center standards, resolves customer complaints, coaches and trains.

The Department of Veterans Affairs (VA) and Denver Logistics Center (DLC) (VA DLC) provide holistic supply chain management for the VA National Audiology, Prosthetics, and Telehealth Programs and support the VA and other Government agencies with professional acquisition and logistics services.

*This position is contingent upon award of the VA DLC contract.

Duties & Responsibilities:

• Work on site at the VA DLC
• Provide guidance and advice to Agents on call center standards, protocols, and phone etiquette.
• Assist in managing team dynamics, individual employee issues, customer interaction and resolving simple complaints.
• Deliver initial, new, and refresher training content to contracted Agents.
• Act as an expert source of information for different product categories managed by DLC.
• Collaborate with Supervisors, and management on improving call center performance.
• Coach Agents in accordance with established procedures and training curriculum.
• Assist with analyzing call data metrics and reporting, validate work performed by Agents, and sign off on production documents.
• Act as the back-up to the Supervisor, and secondary point of contact for the government, ensuring compliance with PWS requirements.
• Ensure PII and all sensitive data is protected.
• Ability to effectively communicate in writing and verbally in English.
• Participate in special projects, as required.
• Other duties as assigned.

Education/Experience:

• High school diploma or equivalent (additional education in business management/supervision preferred).
• Minimum of one (1) years of experience in training or leading customer service staff.
• Minimum of three (3) years of experience in a call center, customer service, or supervisory position.
• Intermediate to advanced knowledge of computer programs like Windows, Excel, and Microsoft Office Suite.
• Proficiency with technology, especially computers and software applications.
• Advanced typing skills and exceptional verbal and written communication skills.
• Ability to coach, train, motivate employees, and evaluate performance.

Special Position Requirements:

• Must be willing and able to pass the government clearance process, including background and credit checks.

Equal Opportunity Employer/Veterans/Disabled

KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected.

Job Type: Full-time

Pay: $18.00 - $23.50 per hour

Expected hours: No more than 45 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Experience:

• call center management: 1 year (Required)

Work Location: In person