Remote Call Center 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 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.