Customer Service Supervisor

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Other

Clearance Level Must Be Able to Obtain:

None

Suitability:

Public Trust/Other Required:

None

Job Family:

Customer Service

Job Qualifications:

Skills:

Call Center, Call Management, Coaching, Leadership, Problem Solving

Certifications:

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on an Customer Service Supervisor joining our team to support USCIS activities in our Bossier City facility. At GDIT, people are our differentiator. As an Customer Service Supervisor supporting a large contract, you will be trusted to motivate, coach, and develop a team of contact center professionals.

ESSENTIAL JOB FUNCTIONS:

• Model high ethical and professional conduct
• Lead a team of call center representatives using proven coaching methods
• Maintain focus on client and operational goals while ensuring customer satisfaction
• Provide administrative support to assist with the management of day-to-day operations
• Identify business risks and opportunities through the analysis of information and results
• Promote positive work culture among team
• Set and achieve operational goals
• Continuously measure and evaluate processes
• Work to deliver continuous efficiencies and cost savings
• Drive best practice standards
• Develop presentations for client and leadership as needed
• Identify performance gaps and implement continuous service improvement
• Ensure high level of quality through monitoring and management
• Create, update, and maintain reporting as needed

REQUIRED QUALIFICATIONS:

• High School Diploma or equivalent
• Five or more years of related experience
• Five or more years of experience managing teams up to 15 or more direct reports
• Louisiana residency within a 60-mile radius of our Bossier City facility
• Must be a US Citizen

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in business or a related field
• Call Center Management experience HIGHLY preferred
• Excellent business and analytical problem-solving skills
• Strong communication skills
• Ability to work independently
• Experience on USCIS account

WORK ENVIRONMENT:

Hours of Operation: Mon -Fri 7 am - 8 pm CST

WHAT GDIT CAN OFFER YOU:

• Internal mobility team dedicated to helping you own your career
• Cutting-edge technology you can learn from
• A hybrid work environment with the ability to work from the comfort of your home

The likely salary range for this position is $43,888 - $48,300. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA TX El Paso

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other of