Founded in 2012, and based out of Fort Knox, Ky NSCG is a full-service Government contracting firm that supports contracts and consulting efforts on a national level. Through the combination of extensive DoD relationships, technical expertise, successful and ongoing contract past performance, creativity, and innovation, NSCG provides a value-based approach to clients and partners.
Key Responsibilities:- Monitor daily operations across chat, call, and social channels to ensure performance standards are met.
- Demonstrate working knowledge of all contact center platforms and perform across channels as needed to support operations.
- Manage team staffing and schedules to maintain adequate coverage and meet operational demands.
- Lead, coach, and develop team members through performance feedback, quality assurance, and regular coaching sessions.
- Address performance concerns through mentorship, corrective action, and formal evaluations.
- Conduct new hire and ongoing training to ensure consistency with processes and procedures.
- Review and respond to escalations, ensuring timely resolution and proper documentation.
- Communicate effectively with leadership regarding staffing, performance, and operational issues.
- Ensure compliance with attendance policies, timekeeping requirements, and company standards.
- Maintain accurate records, including timecards, performance documentation, and system updates.
- Identify opportunities to improve processes, team performance, and overall efficiency.
Qualifications- Ability to obtain a Government Common Access Card (CAC).
- Minimum of two (2) years of supervisory or team leadership experience.
- Experience in a contact center or fast-paced operational environment preferred.
- Strong leadership, communication, and organizational skills.
- Proficiency in Microsoft Office 365.
- Ability to analyze performance and drive improvements.
- Army recruiting experience preferred.
- Veterans receive preferential hiring consideration.
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North South Consulting Group