Call Center Manager

ActioNet, Inc.; Washington (District of Columbia); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Flexible Spending Accounts (FSA)

Employee Referral and MeritRecognition

Employee Assistance and Identity Theft

Paid Holidays: 11 per year

Paid Time Off (PTO)

Disability Insurance

Job summary

ActioNet in the Washington, DC area seeks a Call Center Manager with a Public Trust clearance to lead incident, service requests and end-user support across tiers. Hybrid work is available, and you will supervise call center staff and ensure adherence to Tier 1 SOPs.

You will mentor staff, collaborate with cross-functional teams, and uphold ActioNet’s Quality Management System, while delivering customer-focused experiences.

Qualifications

• Five (5) or more years managing and leading Call Center teams utilizing ITIL and Agile methodologies.
• Microsoft Office Specialist (MOS) certification in at least one: Access, Excel, PowerPoint, Outlook, and Word.
• Strong interpersonal, problem-solving, and time management skills.
• Ability to work independently and collaboratively within cross-functional teams.

Responsibilities

• Provide supervision of all Call Center personnel assigned to this contract.
• Ensure Call Center personnel adhere to all Tier 1 SOPs.
• Ensure satisfactory performance of contract task areas.
• Train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all computer systems and applications.
• Ensure that projects adhere to ActioNet’s Quality Management System, including ActioNet tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status.
• Strategically work together with cross-functional teams to provide innovative, customer-focused experiences.

Skills

Call Center management

ITIL and Agile leadership

Interpersonal skills

Problem solving

Time management

Independent and collaborative work

Resource management

Education

Bachelor’s degree in computer science/information systems

Tools

MOS certification (Access, Excel, PowerPoint, Outlook, Word)

ITIL 4 Certification

HDI Certification - Support Center Manager

ServiceNow certification

Job description

ActioNet has an opportunity for aCall Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area.Hybrid work is available.You will play a multifaceted role and be the first point of contact for troubleshooting hardware/software, computer systems, and printer problems. You will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support. The right candidate works well with a team, always exhibits excellent customer service skills, and is self-motivated, seeking ways to improve the environment.

Salary Range 80-110K

Duties and Responsibilities:

• Provide supervision of all Call Center personnel assigned to this contract
• Ensure Call Center personnel adhere to all Tier 1 SOPs
• Ensure satisfactory performance of contract task areas
• Train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all computer systems and applications
• Ensures that projects adhere to ActioNet’s Quality Management System, including ActioNet tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
• Strategically work together with cross-functional teams to provide innovative, customer-focused experiences

Basic Qualifications (required):

• Five (5) or more years managing and leading Call Center teams utilizing ITIL and Agile methodologies
• Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
• Good interpersonal, Problem-solving, and Time management skills
• Strong management skills to manage resources andday-to-day processes
• Strong attention to detail, organizational skills, and a commitment to quality
• Ability to work independently and collaboratively within cross-functional teams

Preferred:

• Bachelor’s degree in computer science/information systems
• ITIL 4 Certification
• Help Desk Institute (HDI) Certification - Support Center Manager
• ServiceNow certification

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees : We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers : We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community : We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace

for the Twelfth year in a row (2014 - 2025). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

ActioNet Core Value #1 - Instill Integrity In Everything We Do