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Customer Support Supervisor

Company: General Dynamics
Location: Bossier City
Posted on: May 3, 2021

Job Description:

Responsibilities for this Position
Location: USA LA Bossier City
Full Part/Time: Full time
Job Req: RQ82828

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
None

Job Family:
Customer Service

Job Description:

DUTIES & RESPONSIBILITIES

Leads and supervises a team of service desk or contact center associates using designated systems and proven coaching methods.
Engages with team members frequently, to build, foster and maintain positive, professional relationships.
Motivates, inspires, coaches, and mentors associates to improve customer service skills and other behaviors essential for delivering a high level of service quality.
Provides administrative support to assist with the management of day-to-day operations
Participates in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods
May be required to handle customer calls in case of extraordinary call volume circumstances
Maintains focus on client and operational goals while ensuring customer satisfaction
Follows established Operational processes and procedures

REQUIRED SKILLS & QUALIFICATIONS

Good oral and written communication skills.
Strong interpersonal skills, with the ability to build rapport in a one on one and team setting.
Ability to coach, train, motivate, and inspire team to perform behaviors that positively impact the customer experience and team performance.
Proficient at articulating the connections between individual skills and behaviors that drive performance metrics in one-on-one coaching sessions and team meetings
Ability to maintain patience and composure in stressful situations
Ability to convey empathy and understanding
Proficient with navigating and using a computer
Proficient with MS Office Programs including Word, Outlook and Excel.
Ability to evaluate candidate skills, competencies, and behaviors, and experience during an interview, to assess the candidate's qualifications and likelihood of succeeding in the role.
Ability to work independently

Must be a U.S. Citizen

Candidate must be flexible regarding shift patterns, and willing to work any shift, 24 x 7 x 365

Work location is determined by the Program. Currently 100% remote, work from home. However, this may change to 100% work at a GDIT facility
Work from home candidates must have a work environment that is a quiet location, free from background noise or distractions. Candidate must also have access to a high speed internet at their home, with 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth

Candidate must maintain residency within a 60 mile radius of our Bossier City facility.

REQUIRED EDUCATION & EXPERIENCE

High school diploma or G.E.D. and 5 or more years of experience working in a call center or customer service environment. Education may be substituted for years of experience

PREFERRED EDUCATION & EXPERIENCE

Bachelors degree in Business or related field
Five years of experience managing a team
Call center management experience HIGHLY preferred
Excellent business and analytical problem solving skills

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

T elecommuting Options:
Some Telecommuting Allowed

Work Location:
USA LA Bossier City

Additional Work Locations:

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.nnGDIT 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.

Keywords: General Dynamics, Bossier City , Customer Support Supervisor, Other , Bossier City, Louisiana

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