CCaaS Shift Lead (Day or Evening)

• Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience in lieu of a degree.
• Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
• Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
• Experience as a Help Desk team lead.
• Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.
• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills.
• Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.
• Must be able to obtain and maintain a Public Trust.

Pay Details: $50.00 to $55.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.