Enterprise Information Services, Inc.

  • Customer Service Manager

    Job Location US-TN-Millington
    ID
    2018-3747
    # of Openings
    1
    Targeted Job Start Date
    3/4/2019
  • Overview

    Support the MyNavy Career Center (MNCC) Contact Center that provides contact center support for sailors, recruits, Navy families, reservists, retirees, veterans, and the general public. The Contact Center provides confidence in our customers that the Navy delivers quality customer service.

     

    Support services are focused on resolving inquiries, transactions, and requests relating to the complex nature of Human Resources (HR)-related topics across the broad spectrum of payroll, employment verification, benefits, travel, personnel development, training, recruiting, enlisting, retirements, separations, extensions, re-enlisting, mobilization and de-mobilization pay and disbursing operations, locator services, career management, and selection boards which represent the full hire-to-retire lifecycle for the Navy. Work will be performed in Millington, TN.

    Responsibilities

    The Customer Service Manager oversees and manages the day-to-day operations of the Contact Center. The manager will supervise all assigned staff and be responsible for recruiting and performance management. He/she will lead and perform the daily activities of the assigned functional team members. The Manager will have daily operational support of the Customer Service Supervisors to ensure contractual performance and quality metrics are met. He/she will be responsible for the productivity, quality, and timeliness of all work completed within the assigned Contact Center team.

     

    Duties:

    • Establish excellent working relationships with customer and all program partners
    • Lead large, critical customer service operations
    • Self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals
    • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
    • Utilize problem-solving and decision-making skills
    • Manage complex issues and provide effective solutions
    • Speak effectively before groups of customers, employees, or organizations

    Qualifications

    Education

    • Bachelor’s Degree

    Clearance and Certifications

    • Possess IAT Level II Certification.  One required; Security+ CE, CCNA Security, CYSA+, GICSP, GSEC or SSCP or higher Certification
    • Active DoD Secret Clearance

    Experience and Skills

    • Minimum of five (5) years management experience in large commercial contact centers (200-500 CSRs)
    • Minimum of ten (10) years of total experience in commercial contact center operations
    • Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
    • Proficient with Microsoft Office Programs

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed