Contact Center Manager (Tier 1 Contact Center)

Location
Lexington, KY
Posted
Apr 04, 2017
Closes
May 26, 2017
Function
Management
Hours
Full Time
The Contact Center Manager will be responsible for Tier 1 Contact Center Operational Oversight, including staffing (CSR recruitment and retention), SLA management, performance monitoring and reporting.

 

Job Responsibilities:

Exempt - This is an exempt management job. Employees matched to this title must have at least two direct subordinates and spend a significant majority of their time performing managerial job duties.

 

Responsible for Tier 1 Contact Center Operational Oversight, including staffing (CSR recruitment and retention), SLA management, performance monitoring and reporting. The position is typically responsible for managing employees – both exempt and non-exempt and including one or more subordinate supervisors - working on multiple projects and tasks.

1. Manages and is responsible for the successful completion of all Contact Center tasks for the assigned project.

2. Supervises assigned staff, including subordinate supervisors, and performs personnel actions including hiring and performance evaluation.

3. Directs program activities to meet organizational work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems.

5. Assures quality of Contact Center services, and deliverables, including participating in reviews, audits, and site visits.

6. Develops, reviews, and approves plans, schedules, consulting agreements and other project documents.

10. Prepares and provides various reports and technical reviews to senior management as requested.

11. Ensures compliance with relevant corporate and government policies and standards.

12. Participates in special projects as required.

Education 1. Bachelors Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.

 2. Professional certification (PMP) preferred.

Qualifications 8-10 years of overall related experience, including 7 yeras of supervisory experience.

1. Effective management skills.

2. Ability to manage multiple projects simultaneously.

3. Effective business development skills including proposal development and preparation.

4. Effective communication skills.

 

  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.