The Customer Service Manager is responsible for leading the call center process while providing proactive monitoring in support of meeting our customer’s needs. This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity. The CSM will also be responsible for supporting management and staff to reduce the amount of escalations and improve customer satisfaction. Additionally, the role will aid the call center team with system enhancements including design, testing, and implementation of new applications. The CSM will also support any additional call center activities as needed
Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude
Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs)
Motivate, coach, train and mentor team members
Continually improve best practices and service desk processes to provide exceptional customer service and deliverables
Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
Lead staff, including recruitment, supervision, assignments, and career development
Establishes and implements policies and procedures and ensures their conformance with organizational goals and company/customer objectives. Recommends improvements to enhance system performance or efficiencies.
DESIRED QUALIFICATIONS: BA/BS, 5+ years experience
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.