Customer Service Supervisor

Location
Jacksonville, FL
Posted
Jan 18, 2017
Closes
May 19, 2017
Hours
Full Time
General Position Information:

 

General Dynamics is looking for team players who want to be part of an organization that really makes a difference. The Call Center Supervisor monitors, coaches, and develops the Consumer Guides to ensure incredible customer service.

 

A Call Center Supervisor on the Consumer Financial Protection Bureau (CFPB) contract works 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. This person accesses multiple databases to maintain production reports and records across sites and analyzes production and operations systems. A Call Center Supervisor is familiar with all resources that support call center operations.

 

What else will you need to be able to do in this role?

  • You will be responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals 
  • You will need to assist with or conduct training to keep team updated on changes that may occur in information or procedures
  • You will coach and develop your people to ensure they are equipped to perform
  • Assume supervisory responsibility for department tasks and call center activities
  • Interview and recommend hiring and promotion of call center staff 
  • Maintain department records 
  • Monitor staff quality and performance and provide feedback and coaching as appropriate
  • Respond to CSR's when needing assistance on locating appropriate scripts to better address the callers questions or concerns. 
  • Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external), and coach your employees to do the same
  • You will report problems that occur and assist with resolution 
  • You will manage support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics 
  • Receive and give constructive feedback on quality and performance measures 
  • There may be some weekends and overtime required from time to time
  • We expect everyone to practice GDIT core values
Education Education/Certifications:

  • High School diploma or equivalent required, Bachelor’s degree preferred.
Qualifications Your experience matters:

  • You will have a minimum of 6 months supervisory or leadership experience in a call center environment
  • A minimum of 1 year call center experience is required 
  • You will be able to communicate effectively both verbally and in writing
  • You must be able to speak English clearly and professionally 
  • You will be in front of a computer so must be able to type 20 WPM, 30 WPM preferred
  • Must have demonstrated excellent listening, interpersonal, and multi-tasking skills
  • One Team, One Fight! You will have experience working effectively in a team environment
  • We will perform a background check as a security clearance is required for this role
WORKING CONDITIONS:

 

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

 

Work may require some physical effort in the handling of light materials, boxes, or equipment.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

 

General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer. (M/F/D/V)