Supervises customer service professionals directly and offers leadership, coaching, and training.
Acts as advisor to subordinates to meet schedules and/or resolve problems.
Administers schedule and performance requirements; may have budget responsibilities.
Implements call center policies and procedures.
Handles escalated customer service issues as needed.
Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.
Maintains accurate records of customer interaction and details of actions taken.
Supervises staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.
Assist with management decisions and activities.
SCOPE: Supervises a small team focused on one or a few areas. Low complexity.
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience
Two certifications are required for the program:
1. Security+ CE or another 8570 Cert
2. PWS 9.1 cert
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.
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.