Supervisory Information Specialist

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Leidos is seeking a highly motivated and experienced Supervisory Information Specialist to lead a team of Information Specialists in providing high-quality service to the public regarding federal government programs and services. The successful candidate will ensure efficient and effective operations within the contact center, overseeing the resolution of inquiries and the application of best practices in customer service.

Key Responsibilities:

What you will do:

• Supervise and lead a team of Information Specialists, providing guidance and support to ensure accurate and timely responses to public inquiries.
• Monitor daily operations to ensure compliance with performance standards and PWS requirements, focusing on quality, accuracy, and customer satisfaction.
• Develop and implement training programs to enhance the skills and knowledge of Information Specialists, ensuring they are equipped to handle complex inquiries.
• Utilize CRM and contact management systems to track performance metrics and generate reports for continuous improvement.
• Address escalated issues and complex inquiries, providing solutions and feedback to improve first-contact resolution rates.
• Collaborate with other supervisors and management to streamline processes and improve service delivery.
• Ensure adherence to protocols for handling confidential information, maintaining the highest standards of data security and privacy.
• Foster a positive and collaborative work environment that encourages professional growth and high performance.

• Bachelor's degree in a related field or equivalent experience required.
• Minimum of 3 years of experience in a contact center or customer service environment, with at least 1 year in a supervisory or leadership role.
• Strong knowledge of federal government programs and services.
• Proven ability to lead and motivate a team to achieve performance goals and deliver exceptional customer service.
• Proficiency in using CRM systems and other contact center technology.
• Excellent communication, problem-solving, and decision-making skills.

• Experience in developing and delivering training programs.
• Proficiency in Spanish or other languages is a plus.
• Familiarity with government information systems and customer service best practices