Customer Service Supervisor - VA ESDMS

About the job

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Contact Center

Job Qualifications:

Skills:

Call Center, Customer Service, Help Desk Support, TeamworkCertifications:

NoneExperience:

5 + years of related experienceUS Citizenship Required:

No

Job Description:

As a Customer Support Supervisor on our VA ESDMS team 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 facility in El Paso, TX.   If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.

In this role YOU will:

• Model high ethical and professional conduct
• Maintain focus on client and operational goals while ensuring customer satisfaction
• Provide administrative support to assist with the management of day-to-day operations
• Prepare and give presentations
• Aid human resources by interviewing prospective candidates and employing personnel management methods
• Lead a team of call center representatives using proven coaching methods
• Monitor performance to assure quality of service
• Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements
• May be required to handle customer calls in case of extraordinary call volume circumstances
• Follow established practices and procedures in support of Service Desk operations
• Work Visa Sponsorship will not be provided

What We Are Looking For

You MUST have:

• A high school diploma or equivalent AND;
• 5 or more years of experience working with call center software and programs and/or working with organizational functions and personnel (Education may be substituted for years of experience)
• Texas Residency living within approximately 60 miles of the El Paso facility
• An ability and willingness to work any shift, 24 x 7 x 365​
• An ability and willingness to obtain an ITIL v4 certification within 60 days of hire
• Demonstrated experience working knowledge of CXone and ServiceNow

Even BETTER if you have:

• Bachelor's degree in Business or related field
• 5 or more years of experience managing a team
• Current working knowledge on the VA ESD
• Call center management experience HIGHLY preferred
• Excellent business and analytical problem solving skills

The likely salary range for this position is $43,888 - $57,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Hybrid

Work Location:

USA TX El Paso

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events atgdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans