Customer Support Center Team Leader

2 weeks ago


Bossier City, Louisiana, United States General Dynamics Information Technology Full time
Position Overview:

As a Customer Support Center Team Leader at General Dynamics Information Technology, you will play a pivotal role in overseeing a dedicated team of contact center professionals. Your leadership will ensure that citizens receive essential information and assistance effectively.

Key Responsibilities:
  • Exemplify high standards of ethical and professional behavior.
  • Guide a team of call center agents utilizing effective coaching techniques.
  • Maintain a strong focus on client objectives and operational efficiency while prioritizing customer satisfaction.
  • Provide administrative support to facilitate the smooth management of daily operations.
  • Analyze data to identify business risks and opportunities for improvement.
  • Foster a positive work environment that encourages team collaboration.
  • Establish and pursue operational targets.
  • Continuously assess and enhance processes for greater efficiency.
  • Implement best practice standards across the team.
  • Prepare presentations for clients and leadership as required.
  • Identify performance gaps and drive continuous service enhancements.
  • Ensure a high standard of quality through effective monitoring and management.
  • Create and maintain necessary reporting documentation.

Qualifications:

Essential:
  • A High School Diploma.
  • Minimum of five years of experience managing teams with five or more direct reports.
  • At least five years of experience in organizational functions and personnel management.
  • Five or more years of experience with call center technologies and software.
  • Access to a reliable internet connection with specified bandwidth requirements.
  • Ability to work in a distraction-free remote environment.
  • Flexible availability to accommodate a 24/7 operational schedule.
  • U.S. Citizenship.

Preferred:
  • Bachelor's degree in business or a related discipline.
  • Significant experience in Call Center Management.
  • Strong analytical and problem-solving abilities.
  • Excellent communication skills.
  • Ability to work independently and effectively.

Work Environment:
Hybrid model with a minimum requirement of two onsite days per month.

Compensation and Benefits:
General Dynamics offers a comprehensive benefits package that includes various medical plans, dental and vision coverage, and a 401(k) plan with company matching. We prioritize work-life balance by providing flexible work arrangements and a variety of paid time off options. Our commitment to employee well-being is reflected in our offerings, including disability benefits and life insurance options.

We are General Dynamics Information Technology, a leading global technology and professional services provider, dedicated to delivering innovative solutions across the U.S. government and defense sectors.

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