Join our talent network

Job #: R-00005641
Location: Clinton, MS
Category: Software Engineering
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Eligible
Group: Civil

Job Description:

Our Civil business is helping to modernize and manage infrastructure, systems and controls, and cybersecurity for civilian agencies and commercial clients around the globe. With core competencies in information technology, energy and environment, complex logistics, and specialized engineering, we solve technical challenges and implement newfound efficiencies on a number of programs!

Leidos is currently has an opening for a Call Center Supervisor to work in our Clinton, NS office. This is an exciting opportunity to use your experience helping the TSA ILS mission. In this mission we support the maintenance operations of TSA Checkpoint screening equipment....

Primary Responsibilities:

• Hiring, training, , and overseeing the activities of up to 30 tier I Customer Service Representatives and will directly manage 18 direct reports.
• Establish and maintain a work schedule for 24/7 call center support
• Conducting training so that agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports on call center statistics.
Working with management team members to support agents and maximize customer satisfaction

Basic Qualifications:

. Requires BS degree or equivalent experience and 2-4 years prior relevant experience.

• Will consider a High School Diploma and 4-6 years experience, but more education, especially in management or technology, is preferred.
• Two years call center, customer service, or supervisory experience required.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Ability to follow processes and procedures.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Must be able to obtain a Public Trust Clearance

Preferred Qualifications:

• Existing Public Trust with TSA a plus

LeadGen
LeadGenPM

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Talent Community

Join our Talent Community to create a profile, enabling a streamlined application process and to help our recruiters better understand your areas of expertise and interest.

Join our Talent Community