NESD Customer Service Supervisor

Are you technically savvy? Would you enjoy a career that directly keeps our nation safe and secure?  Can you thrive in a highly structured environment while working with some of the most cutting-edge technologies? If so, General Dynamics Information Technology has an exciting opportunity for you.

As Customer Service Supervisor you will motivate, coach, and develop a team of service desk agents.  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 or New Orleans, 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.

RESPONSIBILITIES

• Leads and supervises a team of service desk agents using designated systems, processes, and proven coaching methods to support a 24X7X365 omni-channel service desk.
• Engages with team members frequently, to build, foster and maintain positive, professional relationships.
• Motivates, inspires, coaches, and mentors associates to improve customer service skills and other behaviors essential for delivering a high level of service quality. 
• Provides administrative support to assist with the management of day-to-day operations
• 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 Operational processes and procedures

REQUIRED SKILLS

• Good oral and written communication skills.
• Strong interpersonal skills, with the ability to build rapport in a one on one and team setting.
• Ability to coach, train, motivate, and inspire team to perform behaviors that positively impact the customer experience and team performance.
• Proficient at articulating the connections between individual skills and behaviors that drive performance metrics in one-on-one coaching sessions and team meetings
• Ability to maintain patience and composure in stressful situations
• Ability to convey empathy and understanding
• Proficient with motivating and using a computer
• Proficient with any enterprise Automatic Call Distributor, Interactive Voice Response System, or IT Service Management tool.
• Proficient with MS Office Programs including Teams, Word, Outlook and Excel.
• Ability to evaluate candidate skills, competencies, and behaviors, and experience during an interview, to assess the candidate's qualifications and likelihood of succeeding in the role.
• Ability to work independently

Preferred experience:

• Experience in analyzing and troubleshooting military software systems preferred
• Experience with Navy Applications such as My Navy Assignment (MNA), NSIPS-Active, NSIPS-Reserve, Navy e-Learning, My Navy Portal (MNP), DON TRACKER, Medical Readiness Reporting System (MRRS), SPIDER, or Computer Network Defense – Ashore/ Afloat preferred

REQUIRED EDUCATION, QUALIFICATIONS & EXPERIENCE:

• High school diploma or G.E.D. 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 U.S. Citizen
• Must be able to obtain and maintain a Secret clearance
• Ability and willingness to obtain an ITIL or HDI certification within 90 days of hire
• Candidate must be flexible regarding shift patterns, and willing to work any shift, 24 x 7 x 365