Contact Center Lead

Three Sisters Federal ispart of the Seneca Nation Group (SNG) portfolio of companies. SNGis Seneca Holdings' federal government contracting business that meets mission-critical needs of federal civilian, defense, and intelligence community customers. Our portfolio comprises multiple subsidiaries that participate in the Small Business Administration 8(a) program. To learn more about SNG, visitthe website and follow us onLinkedIn.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs.Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Three Sisters Federal is seeking a Contact Center Lead. The Contact Center Lead manages operations for the IHS Digital Contact Center, overseeing staff, workload distribution, and performance metrics to ensure timely, high-quality customer support. The position is responsible for quality assurance, process improvement, and the integration of new technologies that enhance customer experience and service availability.

Location: Remote with occasional travel to Albuquerque, NM

Key Responsibilities
* Supervise contact center representatives and daily queue management.
* Track KPIs, response times, and customer satisfaction metrics.
* Develop and update training materials, scripts, and SOPs.
* Implement AI-based routing and reporting tools for efficiency.
* Coordinate escalations and cross-functional communication.
* Monitor service and policy changes that may impact customer interactions and proactively communicate with leadership.

Basic Qualifications:

• Associate's or Bachelor's degree in Communications, Business, or IT.
• Minimum 5 years of experience managing contact center operations.
• HDI Support Center Manager certification preferred.
• Knowledge of CRM and omni-channel platforms.
  

Desired Skills:

• CRM Systems
• Workforce Management
• Omni-Channel Routing
• Customer Experience (CX)
• AI Chat Tools
• Performance Analytics
• Quality Monitoring
• Microsoft Power BI.