DoS Customer Service Supervisor
GDIT - Bossier City, LA
posted 4 months ago
About the position
As a Customer Service Supervisor at GDIT, you will play a crucial role in supporting the Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Bossier City, LA. This position is designed for individuals who are passionate about customer service and possess strong leadership skills. You will be responsible for supervising a team of service desk agents, ensuring that operational goals are met while maintaining high levels of customer satisfaction. Your day-to-day responsibilities will include providing feedback and coaching to team members, monitoring team performance metrics, and ensuring compliance with client Service Level Agreements (SLAs). You will also deliver administrative support to manage daily operations effectively. In this role, you will lead and supervise a team of service desk agents, utilizing designated systems and proven coaching methods to enhance overall performance. You will routinely evaluate team metrics for quality of service and compliance, and you will be involved in human resources activities such as interviewing prospective candidates and assisting with performance management. Your ability to maintain focus on client and operational goals while ensuring customer satisfaction will be key to your success. Additionally, you will manage customer calls during extraordinary call volume circumstances and develop presentations for customers, prospective clients, and company senior leadership. This position requires a proactive approach to problem-solving and the ability to work independently while fostering a collaborative team environment. You will be expected to follow established practices and procedures in support of Service Desk operations, ensuring that all team members are aligned with the company's mission and values. Your leadership will be instrumental in creating a positive work culture that encourages growth and development among team members.
Responsibilities
- Supervise a team of service desk agents to meet operational goals and ensure customer satisfaction.
- Provide feedback and coaching to improve overall performance of agents and the team.
- Monitor and evaluate team metrics for quality of service and compliance with client Service Level Agreements.
- Deliver administrative support for the management of day-to-day operations.
- Develop and present presentations to customers, prospective clients, and company senior leadership.
- Participate in human resources activities such as interviewing, hiring, performance management, and off-boarding.
- Maintain focus on client and operational goals while ensuring customer satisfaction.
- Manage customer calls during extraordinary call volume circumstances.
Requirements
- High School Diploma or equivalent.
- 5 or more years of related experience.
- Ability to obtain and maintain a Secret Level Clearance.
- Intermediate proficiency utilizing MS Office Suite.
- Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth.
- Ability to work remotely in a quiet work environment free from distractions.
- Ability to work at a GDIT site or facility for a minimum of 3 days a week.
- Louisiana residency within a 60-mile radius of Bossier City.
- US Citizenship.
- Ability and willingness to work any shift, 24 x 7 x 365.
Nice-to-haves
- Associate's degree in Business or related field.
- 5 or more years of experience managing a team, preferably in call center management.
- HDI-SCA certification.
- ITIL Foundations v4 certification.
- Demonstrated experience with SNOW.
Benefits
- 401K with company match
- Customizable health benefits packages
- Collaborative teams of highly motivated critical thinkers and innovators
- Internal mobility team dedicated to helping you own your career
- Full flex work weeks where possible
- Variety of paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.
