Sr. Customer Service Supervisor
General Dynamics is searching for a dynamic Contact Supervisor at our Largo, MD location.The Supervisor in the Contact Center supervises the activities of the UMUC Student Services and IT service staff. The Supervisor provides departmental leadership and supervision of the Student Services & IT Service Center employees. The Supervisor works with management and operations support staff to ensure that contractual metrics are met and that all employees have the tools and training necessary to perform assigned tasks. JOB RESPONSIBILITIES:Supervises a team of Customer Service Representatives (CSR), technical support and Sr. CSR staff.Supervises staff in recognizing, identifying, isolating, and resolving problems with university services, including admissions, financial aid, advising, and business office inquiries.Responsible for the supervision of the Student Services and assigned technical support staff in support of networked and stand-alone computer users and systems, including LEO and myUMUC. Responsible for supervision of the Student Services and IT Service Center employees to ensure productivity, quality, and timeliness in the completion of assigned projects and departmental goals.Responds to employees needing assistance with locating information or scripts to better address the caller’s questions or concerns.Assists subordinate CSRs and technicians in resolving complex issues.Recommends updated configuration settings to support UMUC applications.Serves as point of contact to address escalated student inquiries.Maintains current knowledge of relevant technologies as assigned, with focus on making recommendations to align them with customers’ evolving needs.Adhere to and support service level metrics that can include schedule adherence, average handle time, response accuracy, and quality metrics.Reviews individual performance and provides direct feedback to employees regarding performance.Conducts regular coaching and feedback sessions with team members, and when necessary, prepares and delivers disciplinary actions and recommends terminations.Screens, interviews, and makes offers to applicants for positions, including internal promotion positions.Responsible for ensuring timekeeping compliance for team and approving timesheets.Assist with or conduct training to keep team updated on changes and ensure all required training has been completed.Maintain up to date knowledge of program and company regulations and policies and support those policies and procedures.Adhere to UMUC policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII).Practice GDIT Core Values and act as a role model.May be required to work GDIT scheduled holidays and other non-regular business hours.Participates in and leads special projects as required; performs other duties as assigned.Will be required to successfully complete periodic program-specific training.Regular and predictable attendance is required Education
- Bachelor’s Degree or the equivalent combination of education, professional training or work experience.
- 5-8 years of related customer service, call center, or service center experience.Strong supervisory and customer service skills.Ability to communicate effectively both verbally and in writing. Subject matter expertise in one or more specific service lines (e.g. financial aid, admissions, IT services, etc.). Ability to work effectively within established contractual turnaround times.Must have demonstrated excellent listening, interpersonal, and leadership skills and the ability to organize simultaneous tasks.Strong leadership, teamwork, initiative, detail orientation, and problem solving skills. Ability to analyze trends and troubleshoot priority issues.Proven ability to work as a team member is required.Knowledge of HDI and ITIL principles, methods, and techniques for computer troubleshooting and support. Experienced in recommending self-service options based on continual observation and analysis of calls and customer’ need for assistance.Knowledge of desktop operating systems and applications.Effective supervisory and leadership skills, with focus on coaching agents to deliver a superb customer experience and rewarding and recognizing contributions to team success.