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Customer Service Supervisor in Hattiesburg at General Dynamics Information Technology

Date Posted: 2/5/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Hattiesburg
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/5/2019
  • Job ID:
    2019-53292

Job Description

GDIT is seeking a Call Center Supervisor who will monitor the daily operations of the Customer Service Representatives to ensure contractual metrics are met.  The Supervisor provides departmental leadership and supervision of contact center employees.

You will be working as a Supervisor on the BCRC contract to work with management and operations support staff to ensure that contractual metrics are met and that all CSRs have the tools and training necessary to perform assigned tasks.  You will accesses multiple databases to maintain production reports and records across sites and analyzes production and operations systems. You should be familiar with all resources that support call center operations.

This position is onsite in Hattiesburg, MS. The call center general hours of operation are 7a-7p Monday through Friday.

RESPONSIBILITIES:

  • Supervises the GDIT BCRC on-site Customer Service Representative team size up to 20 specialists.
  • Responsible for supervision of call center employees to ensure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals.
  • Respond to CSR’s when needing assistance on locating information or scripts to better address the caller’s questions or concerns.
  • Adhere to and support service level metrics that can include schedule adherence, average handle time, response accuracy, and quality metrics.
  • Review daily quality of individual performance
  • Reviews completeness of timekeeping
  • Point of Contact for team in the event of absenteeism and informs the client
  • Provides direct feedback to CSR’s regarding performance.
  • Conduct regular coaching and feedback sessions with team members, and when necessary, prepares and delivers disciplinary actions and recommends termination
  • Screens, interviews and makes offers to applicants for positions, including internal promotion positions.
  • Assist with or conduct training to keep team updated on changes and ensure all required training has been completed
  • Assist with side-by-side mentoring for new employees during training and after training as needed.
  • Continually look for and suggest process improvements which will benefit GDIT and our customers (internal and external).
  • Report problems that occur to the appropriate person and assist with resolution
  • Participate in special projects as required
  • Provide leadership in assigned functional area

Job Requirements

REQUIRED:

  • Minimum of 6 months supervisory or leadership experience required
  • Minimum 2 years of demonstrated customer service, leadership and team interaction skills are required
  • Proven ability to work as a team member is required
  • Participation in training and capability to receive certification on all required modules with a passing score
  • Must be able to type a minimum of 30 WPM

PREFERRED:

  • Call center experience highly preferred
  • Ability to communicate effectively both verbally and in writing
  • Ability to speak English clearly and professionally
  • Ability to effectively work within established contractual turnaround times
  • Demonstrated excellent listening, interpersonal and leadership skills, and the ability to organize simultaneous tasks
  • Flexibility to work greater than 40 hours per week or off-shifts as needed
  • Flexibility to work Federal or GDIT holidays as needed

 

NICE TO HAVE:

  • Bilingual English/Spanish a plus
  • Minimum of 6 months BCRC operational experience (internal candidates)

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is 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, or any other protected class.



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