Call Center Lead


Job Description:

Looking for an opportunity to make an impact?

Leidos is hiring a Call Center Lead to oversee a team of 5-10 Call Center Agents. The candidate will lead both sub-contractors and Leidos employees. All personnel must provide professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once.

Location: Albuquerque, NM(Due to COVID, this position is currently remote, however post COVID this position may be expected to return to the office). There will be a 1-2 week onsite training.

If this sounds like the kind of environment where you can thrive, keep reading!

Typical Duties and Responsibilities:
  • Manage the performance of services to customers (24 x 7, 365 days per year)
  • Ensures service levels are achieved in line with contracts
  • Ultimate responsibility for ownership of all customers' cases created
  • Track the cases created to conclusion in line with SLAs and quality standards;
  • Manage critical issues and any appropriate escalations;
  • Provide information about analysis and KPIs;
  • Review performance reports, service improvements, service quality and processes;
  • Provide management and performance reports.
  • Measure, monitor and work to drive down incident levels.
  • Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers;
  • Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers;
  • Contribute to the success of the business and assist in improving the overall customers experience within the team;
  • Ensure that team's KPIs are monitored, actions are taken, evaluated accordingly and delegated properly;
  • Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.

Required Education & Experience:
  • High school diploma or equivalent with 2+ years of call center experience with a minimum of 1 year in a leadership/management role and 1 year technical support role
  • Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership
  • Experience working in a fast-paced environment with changing priorities and goals
  • Requires excellent interpersonal skills and the ability to develop relationships with customers, and colleagues
  • Must be able to pay close attention to details
  • Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
  • Knowledge of MS Windows, MS Office Suite, E-Mail clients, and Web Browsing techniques
  • Knowledge of web-based applications and related technologies/platforms

Other Requirements:
  • Mobile phone
  • High speed Internet
  • Quiet environment to perform work, if not onsite

Desired Qualifications:
  • Prior call center experience managing agents in a high volume call center
  • ITIL V4 certification

External Referral Bonus:


External Referral Bonus $:

Potential for Telework:


Clearance Level Required:




Scheduled Weekly Hours:




Requisition Category:


Job Family:

Customer Support

Pay Range: