Lead and manage a team of up to 200 customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, training and personnel deployment.
Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire subordinates to achieve individual and team performance objectives
Provide overall management support and oversight of all personnel, including employees and contractors.
Oversee the day-to-day service delivery to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality and efficiency.
Provide input and insight into workforce management capacity planning. Ensure future demand from growth and projects is understood and factored into capacity plans.
Develop and maintain operational budget and forecast models
Meet budgetary objectives and make adjustments to forward looking staffing models based on financial analysis
Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
Work with subordinates to identify, mitigate and communicate operational risks and control costs and schedule variances, and effectively manages large scale, integrated projects
Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions
Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives, to deliver business value
Work closely with, internal senior leadership, program management, and senior government stakeholders to provide updates on service and performance
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
Coordinate and assist with authoring technical proposals, white papers and marketing materials, and developing basis of estimates (BOE) in support of proposals and other business development initiatives
Collaborate with senior government and GDIT leadership and other stakeholder groups to understand and anticipate customer needs, to develop and implement the long term goals and strategic vision of the service offering
Perform market research to compare current operations to industry best practices (e.g., ITIL, HDI, etc.) to inform organizational goals and strategic vision
QUALIFICATIONS & SKILLS
Bachelor’s degree in business or related field from an accredited university – preferred
Ten or more years of related technical and managerial experience operating medium to large end-to-end service desk or contact center operations.
Recent (within the last five years) experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (200 to 300 Agents)
Demonstrated experience with leading and managing teams to successfully meet or exceed providing performance-based customer service support against multiple performance metrics in the Commercial or Federal Government
Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions
Ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program
Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
ITIL v3/v4 Foundation’s certification or higher preferred
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.