Call Center Shift Supervisor

Responsibilities

Peraton is looking for a Call Center Shift Supervisor to help support the Action Request Center (ARC) for our Customer. This is a great opportunity to support a Mission Critical Customer all while helping to build a high-performance Team. This position will be on-site at Fort Huachuca. 

Responsibilities:

• Work directly with the Team Lead, acting as interim Lead in their absence (as assigned)
• Ensure adherence to team, organizational, and company policies and procedures
• Addressing minor ticketing issues with the Analysts, ensuring discretion, and providing proof of the documented process for their reference.
• Review and provide feedback on employee evaluations.
• Review and address the weekly audit findings with each ARC Analysts and collaborate with the Team Lead to adjust scores if deemed unfair or unwarranted.
• Assist with interviewing and hiring candidates suited for a dynamic and energetic environment
• Support team building and mentoring of employees
• Perform duties of ARC Analyst when necessary
• Assist with auditing, tracking, and trending of processes as needed
• Support data compilation and reporting requirements
• Review and maintain TTP/SOP/Guide/Templates documentation and team job aids
• Handle administrative and reporting tasks in the absence of the Team Lead (as assigned)
• Provide coverage for any shift within our 24/7 environment as needed
• Assists with the ARC ServiceNow Dashboard
• Complete weekly and monthly reporting

Qualifications

Qualifications:

• BS/BA degree or 4 years of experience in lieu of a degree
• CompTIA Sec +
• Active Secret Clearance 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

$51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.