Customer Service Manager

Manages the activities of a call center or help desk. Provide a productive and motivating working environment, and addressing any issues/disputes from customers or clients.

Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training.

Acts as advisor to subordinates to meet schedules and/or resolve problems.

Develops and administers schedule and performance requirements; may have budget responsibilities.

Develops and implements call center policies and procedures.

Advises supervisors on how to handle 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.

Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.

SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.

EDUCATION AND EXPERIENCE: BA/BS (or equivalent experience), 5+ years of experience

Required certs:

1. Security+CE

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in program management at GDIT and youll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

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