Customer Service Supervisor

General Dynamics Information Technology; El Paso (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

401K with company match

Paid time off

Job summary

General Dynamics Information Technology is seeking a Customer Service Supervisor to lead a team of contact center professionals delivering vital information and assistance to citizens.

The role emphasizes coaching, process improvement, and meeting client goals in a hybrid work environment. Candidates should have strong leadership, communication, and analytical skills and be able to work flexible shifts 24/7.

Qualifications

• High School Diploma required.
• Five+ years of experience managing teams of five or more direct reports.
• Five+ years of experience with organizational functions and personnel.
• Five+ years of experience with call center software and programs.
• Ability to work remotely from home in a quiet environment.
• Willingness to work any shift as the program runs 24/7.
• Residency within 60 miles of El Paso, TX or Bossier City, LA.
• U.S. Citizenship required.

Responsibilities

• 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 day-to-day operations management.
• Identify business risks and opportunities through analysis of information.
• Promote a positive work culture and drive efficiencies and cost savings.
• Develop presentations for clients and leadership as needed.

Skills

Team leadership

Coaching

Communication

Problem solving

Education

High School Diploma

Bachelor’s degree (preferred)

Tools

Call center software

Job description

General Dynamics Information Technologyis 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 programsAccess to 10 Mbps of downloadspeedand 1 Mbps of uploadspeedof dedicatedinternetbandwidth (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.