NESD Customer Service Supervisor

Clearance Level
None
Category
Customer Service
Locations
Bossier City, Louisiana
New Orleans, Louisiana

REQ#: RQ113514

Travel Required: None
Requisition Type: Regular

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

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.