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Homeoffice Operations Manager

Sparksoft corporation · Remote/Hybrid if local to Maryland, Estados Unidos De América · Remote

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Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.

Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.

We are Sparksoft!

ROLE & RESPONSIBILITIES: 

  • Oversee daily operations of the call center.
  • Manage and mentor call center staff.
  • Monitor key performance indicators (KPIs) and ensure targets are met.
  • Handle escalated customer issues and complaints.
  • Collaborate with other stakeholders to ensure seamless customer service.
  • Develop and implement training programs for call center staff.
  • Analyze call center data to identify trends and areas for improvement.
  • Implement best practices to enhance customer experience.
  • Prepare and present reports on call center performance.
  • Develop and maintain call center policies and procedures.
  • Ensure call center operations align with company goals and objectives.
  • Conduct regular performance reviews and provide feedback to staff.
  • Stay updated on industry trends and advancements in call center technology.
  • Foster a positive and productive work environment.
  • Address any operational issues promptly and effectively.
  • Implement processes and improvements to support day to day reporting, quality assurance and control, and knowledge management
  • knowledgeable in the utilization of ITIL Process Framework principles and possess a background in troubleshooting and support in a remote environment

REQUIRED EXPERIENCE:

  • 3-5 years managing a help desk of 20+ agents as well as managing and mentoring other help desk supervisors
  • Experience with: ServiceNow/Jira/Confluence and password management tools.
  • ITIL Certified
  • Candidates must be able to obtain and maintain a Public Trust clearance
  • Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE: 

  • Experience serving CMS or US Federal Government Helpdesk/ServiceDesk as Tier 1 Customer service representative or Helpdesk Lead is preferred but not required.
  • Experience in NICE InContact CXOne Customer Experience Platform is preferred but not required.

EDUCATION & CERTIFICATIONS:

  • Bachelors or Associates Degree

If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at abuse@sparksoftcorp.com upon receiving a suspicious request.