Posted by: CSRA on Sep 13, 2017
CSRA is seeking a Contact Center Supervisor for a large, multi-channel Federal Government customer contact center in the DC metropolitan area.
As the largest pure-play IT services provider serving the U.S. government sector, CSRA is where you can come to be successful. Join a collaborative team, solving customer issues and accessing an array of resources for your success. Take advantage of tremendous opportunities as you help us chart our path to industry leadership, and tap into our collective 90+ year heritage
Represents company to external and/or internal customers, answering product or service-related questions. Provide customer assistance and problem resolution to a wide variety of customers across business areas. Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems.
Must have five years of experience supervising daily activities of a contact center, evaluating, and coaching staff, including knowledge of workforce management, monitoring performance, and interfacing with government personnel in an operation similar in size and scope of the work as identified in the SOW herein. This will also include controlling and maintaining call quality.
Education: At a minimum a high school diploma or an associate degree in business management or in an associated field of study from an accredited institution.
At least 6 years of call center or project management experience may be substituted, if necessary
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