Tier 2 Supervisor

The Tier 2 Supervisor will supervise a team of Tier 2 Help Desk Specialist (HDS). Responsible for leading, mentoring, and managing Tier 2 HDSs to maintain exceptional customer service and support on policy-related questions. Work to enable the smooth and continuous delivery of customer service operations, maintain high-quality service levels, and foster a positive and collaborative work environment.The Tier 2 Supervisor assist Tier 2 HDSs handle escalated and complex customer inquiries and issues that require in-depth knowledge and expertise by providing guidance, support, and solutions for new and/or undocumented issue types to enable CSRs to resolve inquiries effectively and efficiently. The Tier 2 Supervisor quickly develops comprehensive knowledge of the clients’ policies and stay current with program changes to deliver accurate and up-to-date guidance to CSRs. The Tier 2 supervisor is responsible for identifying process gaps, bottlenecks, and opportunities for improvement within the support functions. They can implement process enhancements, streamline workflows, and collaborate with other teams to enhance overall efficiency and effectiveness. A key objective of the Tier 2 Supervisor is to enable the transition of common and repetitive escalations to be fully handled by Tier 1 without escalation in the future. Tier 2 supervisor is responsible for the performance, quality, and adherence of their team of HDSs. Tier 2 supervisors will provide the necessary expertise, leadership, and management skills to effectively handle complex customer issues, optimize team performance, enhance customer satisfaction, and contribute to the success of the contact center's policy support operations, as well as Lead a team of Tier 2 HDSs, providing coaching, guidance, and support to ensure optimal performance and achievement of KPIs. Handle escalated customer inquiries, complaints, and complex issues, utilizing your expertise in policies and procedures to provide effective and timely resolutions while maintaining high customer satisfaction. Monitor the team's performance and productivity, analyzing data and metrics to identify trends, areas for improvement, and opportunities for enhancing the customer experience. Conduct regular one-on-one meetings, performance evaluations, and coaching sessions with team members to provide feedback, set goals, and develop individual performance improvement plans. Collaborate with Tier 1 supervisors, managers, and cross-functional teams to streamline processes, enhance customer service procedures, and ensure seamless coordination between Tier 1 and Tier 2 support. Stay updated on industry trends, policy changes, and regulatory updates relevant to the organization, sharing knowledge with the team and implementing necessary training or process updates. Monitor and ensure compliance with client policies, procedures, and regulatory requirements, maintaining the highest standards of quality and adherence to SLAs. Handle complex or sensitive customer complaints and escalations, resolving issues promptly while maintaining professionalism and empathy. Work closely with other departments, such as underwriting, claims, and legal, to gather information, provide insights, and collaborate on solutions for complex customer inquiries or situations. Foster a positive and collaborative team environment, promoting employee engagement, development, and a strong customer-focused culture.Required Bachelor’s degree OR Associates Degree + 2 years additional experience OR H.S. Diploma + 4 years additional experience 6 months – 1 year of contact center supervisory experience required, experience in a Tier 2 or similar setting; policy and/or program support preferred Proven experience in a supervisory or team lead role, preferably in a remote or virtual setting. Strong leadership and people management skills, with the ability to motivate and develop a remote team effectively. Excellent knowledge of customer service best practices, policies, and procedures. Exceptional communication skills, both written and verbal, with the ability to provide clear instructions, feedback, and coaching to remote team members. Analytical mindset with the ability to interpret and analyze data to drive performance improvements. Proficiency in using contact center software, CRM systems, and other relevant tools. Ability to handle multiple priorities, adapt to change, and work in a fast-paced and dynamic environment. Strong problem-solving and decision-making abilities, with a focus on customer satisfaction and business objectives. Self-motivated and results-oriented with excellent time management and organizational skills. Ability to effectively collaborate with cross-functional teams and stakeholders. Ability to work independently Ability to complete projects in a timely manner Excellent organizational skills Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!Our package also includes Medical, Dental & Vision Insurance Flexible Spending Accounts Short-Term and Long-Term Disability Insurance Life Insurance Paid Time Off & Holidays Earned Bonuses & Awards Professional Training Reimbursement Paid Parking Employee Assistance ProgramIntegral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.