Call Center Onsite Lead

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments.

BDR is seeking a Call Center On-Site Lead to join our growing team! This position will be performed on-site in Golden, Colorado. This position requires US Citizenship with a Public Trust or the ability to obtain one.

(Military Veterans and HUBZone candidates are highly encouraged to apply)

Role Overview:

The Call Center On-Site Lead selects from alternative methods and refers problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both manually and electronically); verifying statistical reports for accuracy and completeness; compiling information; and handling and adjusting complaints.

Responsibilities:

• Support agents with procedures and process for complex transactions.
• Work with the Supervisor and management to accommodate daily workload fluctuations.
• Provide workload data, estimates and information on staffing needs.
• Suggest recommendations for scheduling.
• Perform quality control surveillances of processes and procedures to verify compliance.
• Ensuring agents understand and comply with all call center objectives, performance standards and policies.
• Identifying operational issues and suggesting possible improvements.

Required Minimum Qualifications:

• Minimum of 2 years of experience is required (5+ years are preferred).
• Experience with mentorship and training of junior agents.
• Request appropriate warehouse supplies.
• Experience with timecard administration and scheduling.
• Able to obtain a VA Public Trust clearance.

Employment is contingent upon successful completion of a pre‑employment drug test. This position is also subject to the company’s random drug testing policy.

The hourly compensation range for this position is $17.00-21.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

BDR Solutions is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Requirements: