Internet Customer Care Center (IC3) Third Shift Team Lead (remote)

Responsibilities

Peraton is seeking a third shift Internet Customer Care Center (IC3)Team Lead to join our team supporting the USPS.com and associated applications. The team lead is responsible for providing day to day leadership to Customer Service Representatives (CSR).

 

The ideal candidate will provide leadership to Customer Support Representatives supporting the USPS IC3 24x7x365 helpdesk. Responsible for front line personnel activities such as training, scheduling, etc. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Monitors team and individual performance to ensure adherence to established SLAs. Reports to IC3 Help Desk Supervisor.

 

As an IC3 Team Lead, your day to day work responsibilities may include: 

• Establish objectives and direct staff activities to improve technical support practices in the areas of quality, knowledge centered support, and resolution timeframes
• Coordinates customer service activities with other internal functions
• Work collaboratively with employees, customers, team leads, and supervisors
• Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution
• Develop and deliver team training as requiredDrive customer satisfaction by resolving technical issues and meeting end-users' needs
• Perform other related tasks as assigned.

 

This is a remote position that must be performed within 50 miles of an existing Peraton facility. Peraton will provide all hardware, software, and training required for the position. Candidate must have stable, dependable internet and sufficient workspace free of undue distractions required to perform remote work.

Qualifications

Basic Qualifications:

• Bachelors degree and 0 years of experience or a High School diploma and 4 years of experience.
• U.S. Citizenship. 
• Active Agency Public Trust clearance required.
• Documented experience and proficiency of IC3 Customer Service Representative tasks.
• Leadership skills to effectively lead and motivate employees in a remote work environment.
• Ability to successfully manage and prioritize concurrent task.
• Communicate effectively, both orally and in writing
• Proficiency with Live Chat and/or any Customer Relationship Management (CRM) software tools.
• Ability to work independently, achieve productivity goals, and manage one’s time.
• Attention to detail and a positive attitude.
• Proficiency using windows-based applications and software (Microsoft Office).
• Must be able to work on weekends and/or on rotating schedules if required. 

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors. Apply