Supervisor, Customer Service
General Dynamics - IT - Corbin, KY

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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 21,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.

Must be located in a contact center facility. Current locations include: Coralville, IA, Corbin, KY, Chester, VA, Lawrence, KS, Phoenix, AZ, and Tampa (Riverview), FL. New location options will be released on April 1, 2013 along with the contract award.

*********Offer will be contingent upon contract award. Anticipated award date is April 1, 2013*********


The Supervisor will provide supervision and leadership to a team of customer service representatives (CSRs) and through the various communication channels within Operations (telephone, e mail, written correspondence, and web-chat) meet GDIT and contract goals/objectives as required. The Supervisor will report to the customer service manager.

• Practice GDIT values and act as a role model.
• Supervise, develop, and coach CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
• Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met.
• Assume leadership responsibility for department tasks and contact center activities as required.
• Review, approve, and sign timecards as necessary.
• Complete and deliver employee performance appraisals.
• Work closely with CSRs and other supervisors, customer service managers, and program managers within functional areas of the contact center.
• Participate in the interview process and recommend hiring contact center staff.
• Understand the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
• Attend calibration sessions for the purpose of keeping current on quality changes.
• Facilitate and deliver training as required under department guidelines including essential job training (EJT), initiatives, and up training.
• Act as a point of contact as required.
• Support and enforce contact center expectations as well as departmental and corporate policies and procedures.
• Log in to queues as required during high call volume or all hands status.
• Communicate pertinent program updates in a timely manner.
• Maintain department records.
• Complete and deliver performance warnings as applicable.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
• Review contract scope and requirements.
• Perform other duties as assigned.
• Bachelor's degree or equivalent work experience preferred.
• 6 months supervisor or leadership experience required.
• Minimum 2 years customer service, leadership, and team interaction skills are required.
• Experience with, or knowledge of, the healthcare and health insurance industry preferred.
• Ability to interact with all levels of management.
• Ability to communicate effectively in English, both verbally and in writing.
• Uses good judgment, ability to make independent decisions and proactively problem solve, as required.
• Must be organized and have strong time management skills.
• May be required to work off-shift, and occasional travel to customer and other GDIT sites may be required.
• Strong analytical and organizational skills.
• Must have PC skills (Microsoft Office) with an emphasis on Excel.
• Basic math skills required.
• Bilingual ability a benefit.
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
Work may require some physical effort in the handling of light materials, boxes, or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).
*********Offer will be contingent upon contract award. Anticipated award date is April 1, 2013*********
Additional Information
No Security Clearance Level Background Check Security Clearance Basis None
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As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT),...