Customer Service Lead

Job Summary

Aptive Resources is seeking a Customer Service lead who will have responsibility for managing the VA Privacy Hotline. Successful candidates will have strong people management skills and experience with process-driven operations, establishing key performance indicators (KPIs), metrics, and the ability to articulate impact. This is a contingent position.

This is an opportunity to impact the privacy practices affecting the VA's 300,000 employees and contractors, and the extensive records of the approximately 26 million Veterans they serve. Sound privacy practices are critical to operations as the volume of personal information the VA handles continues to grow. The position is located in Washington, DC. It may also be remote with occasional onsite meetings.

Primary Responsibilities

• Provide strategic customer support activities for call center hotline. This includes daily hotline operations from 8:00 am - 4:30 pm Monday through Friday, to provide functional hotline customer support on privacy related issues.
• This support will include intaking and triaging customer calls via phone, including follow up, if necessary. The contractor shall track all calls through to resolution, recorded and maintained in a daily hotline log housed on the customer SharePoint site.
• Maintain and update call center script along with workflow and process maps todocument current and future recommendations.
• Maintain and update hotline employee toolkit for new staff. The material shall include recommendations and solutions on efficient processes to enable frequent knowledge transfer and access to information. The toolkit will include which existing documents employees should be directed to including a staff contacts, telehealth guidance, relevant training on troubleshooting hotline problems, customer service protocols, approved communication technologies, and metrics.
• Generate weekly and monthly hotline reports, including reports on issues, risks, and metrics.
• Track and report customer satisfaction and effectiveness of calls.

Minimum Qualifications

• 8+ years of experience
• Bachelor's degree
• Lead the customer service initiatives in daily function support and provide performance management, mentorship, coaching, feedback and recognition to team members
• Monitor the key performance indicators of the team and strategize process improvement/take action to ensure goals are met and ensure customer response times are at their optimal level
• Apply agile methodologies and processes to continually improve and exceed customer expectations - a key focus will be updating, developing, and implementing standard work
• Ensure customer service personnel receive the proper training and team members acquire a measurable knowledge of all products the team supports
• Excellent customer service skills; tact and sensitivity in dealing with a diverse user community
• Good written and oral communications skills required
• Ability to obtain and maintain a Public Trust clearance
• Legal authorization to work in the U.S.

Desired Qualifications

• Training/certifications (such as CCNA, CWNA) preferred .
• Strong technical and analytical skills.
• Experience in handling complex administrative tasks.

About Aptive

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We're advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

EEO Statement

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.