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Call Center Manager 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number KTS18-0049  
Category Information Technology  
Division Koniag Technology Solutions, Inc.  
Location KTS Baltimore  

Koniag Technogy Solutions (KTS) is immediately hiring an experienced Call Center Manager for our Baltimore MD location. This is a direct, full-time position with our company working at our customer's site. We offer a competitive compensation and benefits package including health/dental/vision insurance, 401K, flexible spending accounts, paid holidays, a PTO program, and more.

Must be able to obtain and maintain a client-sponsored HSPD-12 Suitability

The Call Center Manager (Team Lead) provides day-to-day management of Call Intake, Level 2/Project Implementation and Customer Support teams, along with the Technical Leads. He/she manages employee schedules (including tracking / reporting absences), assignments and training, while monitoring staff performance to ensure quality customer service, efficient call intake, and accurate documentation. The Call Center Manager facilitates communication amongst technical leads, ensuring proper coordination with Federal staff, to maintain consistent, thorough communication with the customer. If requested, he/she may assist with new call center initiatives.

Essential Duties and Responsibilities (not listed in order of importance) include, but are not limited to:

Prepare and submit monthly performance analysis report based on the call center performance scorecard. The report provides detailed analysis to include targets successfully met and targets missed and corresponding corrective actions. Targets include, but are not limited to:

  • Percent of IMs transferred (escalated)
  • Abandon rate
  • Ticket to call ratio
  • Answered calls (90% of calls answered within 90 seconds)
  • First call resolution level 1
  • First call resolution level 1 and level 2
  • Number of open tickets
  • Acknowledge virtual call tickets
  • Percentage of SDs and IMs resolved by contractor
  • QA-software ticket audit score
  • QA-hardware ticket audit score
  • QA-phone audit score
  • Project Implementation (PI) – Progress update for active PI project, status of assigned and completed KB articles
  • Customer Support/GSO – Including number of new user requests, modifications, and other requests
  • Issues/Concerns – Notation of general comments, concerns, suggestions


  • Daily Call Intake, Customer Service, Level 2 and Project Implementation teams
  • Timely response / action to Service Center Management staff inquiries and directives
  • Real-time Automoated Call Distributor (ACD) monitoring to assure agents are active and/or ready to take calls
  • Adequate staffing through timely management of the ACD
  • Shift schedules for all teams, noting specific task assignments
  • Attendance calendar for all teams, noting scheduled and unscheduled absences
  • As requested, attend meetings relating to Service Center initiatives, projects, and/or procedures, including monthly meetings with Customer Management, Task Manager or Program Manager to discuss performance goals and any outstanding or unresolved issues
  • Staff performance, to ensure quality customer service, including call intake and ticket documentation
  • Review performance reports and provide feedback.

Reporting Deliverables:

  • Email reports to the Service Center Branch Chief, copying the Task Manager, unless otherwise specified.
  • On the first working day of each month, submit a shift schedule to CCSB Branch Chief, detailing time and tasks for each function, copying the Task Manager
  • Submit a calendar updated daily and/or during each shift to capture call-outs, advance leave requests and unscheduled absences. The calendar is posted on a SharePoint site with appropriate access to Customer Service Center management
  • Track / report Dell certification completion and submit reports of completion to the Task Manager
  • Submit a monthly report of performance analysis utilizing the Call Center performance scorecard
  • Maintain an up-to-date training matrix on SharePoint for each staff member
  • Submit daily hardware dispatch report,
Position Requirements

Education and/or Experience

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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor's degree in Computer Science, Information Systems, or Business Management, with relevant technical, engineering or scientific field (combination of education and related IT experience)
  • Demonstrated experience/success managing staff of approx. 100 (with multiple functions/tasks)
  • Call Center Management, HDI Help Desk, ITIL certifications or equivalent
  • 7 years' experience in Call Center Management and ACD management
  • 5 years' experience with customer/account management and personnel management.

Government contract may require proof of U.S. citizenship.

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to manipulate, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, perform simple math calculations and withstand moderate amounts of stress. The duties frequently require lifting or manipulating up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.

Travel Requirements  
About our Company Offering innovative and cutting-edge IT solutions, Koniag Technology Solutions is uniquely positioned in the federal marketplace. An ANC program combined with the full corporate support of Koniag Inc.'s Government Services Sector, KTS is backed by a full range of industry partners. Innovative technology, highly qualified professionals and proven processes are the hallmarks of KTS. We pride ourselves on delivering exceptional service to our clients and maintaining a supportive environment for team members and partners.  

Our Equal Opportunity Policy EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352  

This position is currently not accepting applications.

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