REQ#: RQ73250 Customer Support Supervisor - ITC 2396 (Open)
Travel Required: Less than 10%
Public Trust: Other
Requisition Type: Regular
As Customer Support Supervisor you will motivate, coach, and develop a team of help desk professionals. Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment while supporting a large federal government contract at our facilities in Bossier City, LA. If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.
ESSENTIAL JOB FUNCTIONS:
Leads and supervises a team of service desk agents using designated systems and proven coaching methods
Provides feedback and coaching as appropriate to improve overall performance of agent and/or team
Supervises team of agents in order to meet operational goals while ensuring customer satisfaction.
Routinely supervises, monitors, and evaluates team metrics for quality of service and to ensure compliance with Client Service Level Agreements.
Provides administrative support to assist with the management of day-to-day operations
Develops and present presentations to customers, perspective clients, and company senior leadership.
Participates in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods
May be required to handle customer calls in case of extraordinary call volume circumstances
Maintains focus on client and operational goals while ensuring customer satisfaction
Follows established practices and procedures in support of Service Desk operations
High school diploma or equivalent AND;
5 or more years of experience working with call center software and programs (Education may be substituted for years of experience)
Must be a US Citizen
Must be willing to work any shift, 24 x 7 x 365
Bachelors degree in Business or related field
5 or more years of experience managing a team
Call center management experience HIGHLY
Excellent business and analytical problem solving skills
Strong communication skills
Ability to work independently
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.