Posted today
Dept of Homeland Security
Unspecified
Unspecified
Winterville, NC (On-Site/Office)
The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solutions and the integrity of our people. Explore what you can bring to our solutions in the areas of cyber, cloud and enterprise security.
Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!
This position will be based at Winterville, NC.
Responsibilities:
Quality Assurance
Monitor calls, emails, and customer interactions to ensure quality standards are consistently met.
Provide constructive feedback, coaching, and follow-up sessions to support individual agent improvement.
Training & Development
Support ongoing training needs, including refresher sessions and updates based on new procedures or client requirements.
Collaborate with training and leadership teams to maintain accurate documentation, knowledge articles, and training materials.
Agent Support & Operations
Serve as a point of contact for agent questions, escalations, and troubleshooting.
Monitor real-time performance metrics and help ensure service level goals are met.
Provide daily guidance to agents, promote a positive team environment, and support continuous improvement.
Assist with scheduling, attendance monitoring, and adherence expectations.
Client Go-Live & Launch Support
Travel to client locations as needed to support new program launches or major updates.
Deliver onsite coaching, answer process questions, and guide agents through new workflows during go-live.
Communicate launch feedback, risks, and updates to internal teams and leadership.
Driving Client Performance & Contractual KPIs
Assist in driving performance to meet contractual AQL (Acceptable Quality Levels) and client KPIs through consistent feedback and agent outlier opportunities.
Partner with clients to identify improvement opportunities and align on action steps to support program success.
Job Requirements
Required
Bachelor's (or equivalent) 2 years of experience in a call center, customer service, or technical support environment.
1+ year of leadership, supervisory, or team lead experience (formal or informal).
Strong understanding of call center KPIs, AQL standards, and performance management.
Excellent communication, coaching, conflict-resolution, and interpersonal skills.
Ability to analyze data, interpret trends, and present information professionally.
Strong problem-solving ability and comfort handling escalated or complex issues.
Ability to work in a fast-paced environment and manage shifting priorities.
Willingness to travel for client go-live support as needed.
Proficiency with call center platforms, CRM systems, quality tools, and reporting dashboards.
Preferred
Experience in training, quality assurance, or agent development.
Background in technical support, troubleshooting, or product support environments.
The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.
Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment.
Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration ("SSA") and/or the Department of Homeland Security ("DHS") of your authorization to work in the United States. Telos offers excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.
Telos Corporation and its subsidiaries are committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at 1-800-283-1911. If you require relay service assistance, please click on the following link to review information on your state's relay service: https://www.fcc.gov/accessibility.
Telos Corporation is an EEO/AA employer.
Job Type
Full-Time
Location
Winterville, NC 28590 US (Primary)
Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!
This position will be based at Winterville, NC.
Responsibilities:
Quality Assurance
Monitor calls, emails, and customer interactions to ensure quality standards are consistently met.
Provide constructive feedback, coaching, and follow-up sessions to support individual agent improvement.
Training & Development
Support ongoing training needs, including refresher sessions and updates based on new procedures or client requirements.
Collaborate with training and leadership teams to maintain accurate documentation, knowledge articles, and training materials.
Agent Support & Operations
Serve as a point of contact for agent questions, escalations, and troubleshooting.
Monitor real-time performance metrics and help ensure service level goals are met.
Provide daily guidance to agents, promote a positive team environment, and support continuous improvement.
Assist with scheduling, attendance monitoring, and adherence expectations.
Client Go-Live & Launch Support
Travel to client locations as needed to support new program launches or major updates.
Deliver onsite coaching, answer process questions, and guide agents through new workflows during go-live.
Communicate launch feedback, risks, and updates to internal teams and leadership.
Driving Client Performance & Contractual KPIs
Assist in driving performance to meet contractual AQL (Acceptable Quality Levels) and client KPIs through consistent feedback and agent outlier opportunities.
Partner with clients to identify improvement opportunities and align on action steps to support program success.
Job Requirements
Required
Bachelor's (or equivalent) 2 years of experience in a call center, customer service, or technical support environment.
1+ year of leadership, supervisory, or team lead experience (formal or informal).
Strong understanding of call center KPIs, AQL standards, and performance management.
Excellent communication, coaching, conflict-resolution, and interpersonal skills.
Ability to analyze data, interpret trends, and present information professionally.
Strong problem-solving ability and comfort handling escalated or complex issues.
Ability to work in a fast-paced environment and manage shifting priorities.
Willingness to travel for client go-live support as needed.
Proficiency with call center platforms, CRM systems, quality tools, and reporting dashboards.
Preferred
Experience in training, quality assurance, or agent development.
Background in technical support, troubleshooting, or product support environments.
The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.
Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment.
Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration ("SSA") and/or the Department of Homeland Security ("DHS") of your authorization to work in the United States. Telos offers excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.
Telos Corporation and its subsidiaries are committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at 1-800-283-1911. If you require relay service assistance, please click on the following link to review information on your state's relay service: https://www.fcc.gov/accessibility.
Telos Corporation is an EEO/AA employer.
Job Type
Full-Time
Location
Winterville, NC 28590 US (Primary)
Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
group id: 10119964
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