Customer Service Help Desk Supervisor - Remote
: Job Details :

Customer Service Help Desk Supervisor - REMOTECapitol Bridge, PR, is currently seeking a dynamic and experienced individual to join our team as a Customer Service Help Desk Supervisor to remotely support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance. The chosen candidate will play a pivotal role in leading and overseeing the Help Desk team and agents, ensuring efficient and effective support for our operations. If you thrive in a challenging and dynamic environment and possess the expertise to lead a Help Desk team while understanding the importance of adhering to high-security standards, we encourage you to apply. Join us in shaping the future of Capitol Bridge. This position is successful upon completion of Security and Government Background Requirements.Salary: $50,000 to $60,000 annually based on experienceMust be located in the El Paso, Texas or Weston, Florida AreaHours of Operations - The Remote Help Desk Supervisor will align to an operations schedule that best fits the business, employees' and projects' needs.*Must be flexible with all schedules and be able to work weekends and holidays if needed.**Please note that all schedules are subject to change due to business needs.Excellent Benefits Plan Includes:• Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included)• Company sponsored Life Insurance.• 401K Retirement plan.• Vacation Leave and Sick Leave dictated by PR Labor Law.• Employee Assistance Program• Paid Training• Paid HolidaysDuties and ResponsibilitiesThis position shall provide for the following skills and attributes:• The Help Desk Supervisor shall be under direct supervision of the Help Desk Manager and shall interface with him/her regarding all performance, technical, or personnel matters.• Supervise contractor personnel to ensure effective and timely processing of work assignments. Review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by Contractor upper management have been complied with and satisfactorily implemented.• Monitor the workflow to ensure minimum backlog and maximum productivity and shall prepare documentation regarding any performance deficiencies.• At the discretion of Contractor upper management, the Help Desk Supervisor shall brief newly assigned personnel regarding duties and functions as assigned and monitor their progress.• Coach and develop agents on team.• Maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the information.• Prepare daily and weekly staffing production and error reports for submission to Contractor or government management.• Expected to answer calls and emails in addition to duties above.• Other duties as assigned.Minimum Required Qualifications:• A bachelor's degree and six (6) years of experience, plus sufficient technical knowledge in a relevant environment• A minimum of two (2) years of supervisory experience• Two (2) recent years of experience as a customer support services operator/analyst, including one (1) year of recent supervisory experience in that setting.• The Help Desk Supervisor must have satisfactorily demonstrated oral and written communication skills.• A multilingual speaker is a plus.Screenings RequiredYou will receive requests for background check, fair credit check, and drug screen regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity.*Please be aware that our organization and our client adhere to stringent security regulations, necessitating a thorough background screening process for all potential hires. We value transparency and want to inform you that this screening may result in a delay of at least 60 days prior to onboarding. Rest assured, we are committed to maintaining a secure and compliant work environment. We appreciate your understanding and cooperation as we prioritize the safety and confidentiality of our operations.Reasonable AccommodationIf you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.EEO StatementCapitol Bridge is an Equal Opportunity Employer. All employment decisions at CB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.