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General Dynamics Information Technology

Customer Service Supervisor

General Dynamics Information Technology - Hattiesburg, MS

More information about this job Job Description

Interested in advancing your career? Have a passion for mentoring and coaching employees? General Dynamics in Hattiesburg, MS has a great opportunitiy avialable! We are currently seeking Customer Service Supervisors to support CDC-INFO, the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. This position will lead a team of customer service representatives, who help to find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health topics. The Customer Service Supervisor ensures that the team is delivering great customer service, meeting Service Level Agreements (SLAs), and managing incident restoration. Meeting customer service expectations entails monitoring and reporting on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls.

**Responsibilities:**

+ Responsible for the supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals.

+ Conduct new hire training and/or on-going training to keep team updated on changes that may occur in information or procedures.

+ Perform tasks to ensure SLA's are met.

+ Identify staff performance issues, provide corrective action, and perform terminations when appropriate.

+ Interview and recommend hiring and promotion of call center staff.

+ Maintain departmental records.

+ Monitor staff quality and performance, as well as provide feedback and coaching where appropriate.

+ Perform other duties as assigned.

+ Assist with side-by-side mentoring for new employees during training and after training as needed.

+ Maintain a current understanding of the CDC INFO standard operating procedures, processes and Program policies

+ Report problems to the customer that occur, and assist with resolution and recommendations for improvement.

+ May be required to work some GDIT holidays

+ Overtime may be required.

Education

+ Bachelor's degree or appropriate combination of education and experience.

Qualifications

+ Minimum 2 years supervisory or leadership experience preferred.

+ Minimum of 2 years related customer service or call center experience required.

+ CDC INFO call center experience a plus.

+ Six Sigma Experience a plus.

+ Must have demonstrated excellent listening, interpersonal, and leadership skills, in addition to, the ability to organize simultaneous tasks

+ Ability to communicate effectively both verbally and in writing

+ Must be able to speak English clearly and professionally.

+ Bilingual is a plus.

+ Analytical problem solver who is able to work with minimal supervision.

+ Attention to detail in relation to oversight management is critical.

+ Ability to effectively balance work within established contractual turnaround times required.

+ Proven proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.

GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

5 days 13 hours ago

General Dynamics Information Technology

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Customer Service Supervisor General Dynamics Information Technology - Hattiesburg, MS, United States

   

Location: Hattiesburg, MS

Company Profile:
General Dynamics, headquartered in Falls Church, Virginia, employs approximately 96,000 people worldwide. The company is a market leader in business aviation; land and expeditionary combat systems, armaments and munitions; shipbuilding and marine systems; and information systems and technologies. More information about General Dynamics is available online at www.generaldynamics.com