Customer Service Supervisor

General Dynamics Information Technology; United States; Hybrid; USD 55,003 - 74,415; Full time

Benefits offered by this job

AI–powered career tool

Internal mobility team

Comprehensive benefits and 401K

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. This role emphasizes coaching, performance management, and customer satisfaction in a flexible, hybrid environment.

Qualified candidates will have at least five years of team leadership experience, strong call center software skills, and US citizenship.

Qualifications

• 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
• Ability to work remotely (from home) in a quiet environment
• Flexible availability and willingness to work any shift as program operates 24/7
• Residency within a 60-mile radius of El Paso, TX or Bossier City, LA
• US Citizenship
• Bachelor’s degree in business or a related field

Responsibilities

• Model high ethical and professional conduct
• Lead a team of call center representatives using coaching methods
• Maintain focus on client and operational goals while ensuring customer satisfaction
• Provide administrative support to assist with day-to-day operations
• Identify business risks and opportunities through analysis of information and results
• Promote positive work culture among team
• Set and achieve operational goals
• Continuously measure and evaluate processes
• 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

Skills

Call Center

Call Center Management

Service Levels

Supervision

Work Performance

Education

High School Diploma

Bachelor's degree in business or related field

Tools

Call Center Software

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.

Job Background

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

MEANINGFUL WORK AND PERSONAL IMPACT

• 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

• 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.

Work Schedule & Location

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 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 offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.

Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events atgdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans