Hybrid Call Center Manager — ITIL/Agile Team Leader

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 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.