Sr. Customer Service Manager
General Dynamics IT is currently looking for a dedicated Senior Manager to join our Call Center Operations team in Hattisburg, MS. The Senior Manager will play an integral role in providing supervision and leadership to a team of call center Supervisors and Customer Service Representatives (CSRs). The Senior Manager at General Dynamics is responsible for coaching and leading all Customer Service Representatives Supervisors by answering questions, providing feedback and adhering to all General Dynamic’s policy and procedures. The Senior Manager reports directly the Deputy Director. JOB RESPONSIBILITIES:
- Provides technical, administrative, and operational management of assigned projects, including contract and subcontractor management.Supervises assigned staff, including subordinate managers.Develops technical project plans, proposals, reports, and task order and administrative reporting. Reviews future project requirements and develops strategies for future workMay also perform high level technical services on assigned tasksConducts planning and provides recommendations to client on task workload.Attends customer meetings and serves as primary client liaison.Interacts with vendors, other agencies, and other client staff on behalf of the client.Coordinates development of deliverables and products.Ensures quality assurance of project deliverables.Maintains current knowledge of relevant technology as assigned.Participates in special projects as required.
- Bachelor’s Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.Professional certification (PMP) preferred.
- 10-12 years of related experience, including supervisory experience.