Customer Service Supervisor

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Contact Center

Job Qualifications:

Skills:

Call Center, Call Center Management, Service Levels, Supervision, Work Performance

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

General Dynamics Information Technology is providing critical support for citizens in our communities.  We have opportunities for Customer Service Supervisors to support a team of contact center professionals as they provide citizens with vital information and assistance.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Customer Service Supervisor at General Dynamics, you will develop and hone your leadership skills as you:

• 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

To qualify for this role, You MUST HAVE:

• A High School Diploma; AND
• Five or more years of experience managing teams of five or more direct reports
• Five or more years of experience working with organizational functions and personnel
• Five or more years of experience working with call center software and programs
• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)
• Ability to work remotely (from the comfort of your own home) in a quiet work environment free from distractions
• Flexible availability and willingness to work any shift as program operates 24/7
• Residency within a 60-mile radius of following locations: El Paso (Texas residency required), Bossier City (Louisiana residency required)
• US Citizenship

Even BETTER if you have:

• 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

WORK ENVIRONMENT:

• Hybrid - Employees may be asked to work a minimum of Two (2) days onsite per month.

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $55,003 - $74,415. 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:

None

Telecommuting Options:

Hybrid

Work Location:

USA LA Bossier City

Additional Work Locations:

USA TX El Paso

Total Rewards at GDIT:

Our benefits package for all U