What are the responsibilities and job description for the Call Center Team Manager position at SAIC?
Job Description
Job ID: 2306367
Location: FORT HUACHUCA, AZ, US
Date Posted: 2023-05-03
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is seeking a Call Center Team Manager at Fort Huachuca, AZ to support the Army Enterprise Service Management Platform to o versee and manages the work of the customer service support function, as well as, r esolve end users requests or problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer workflows.
JOB DESCRIPTION:
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
REQUIRED CERTIFICATIONS:
REQUIRED CLEARANCE:
DESIRED QUALIFICATIONS:
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Location: FORT HUACHUCA, AZ, US
Date Posted: 2023-05-03
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is seeking a Call Center Team Manager at Fort Huachuca, AZ to support the Army Enterprise Service Management Platform to o versee and manages the work of the customer service support function, as well as, r esolve end users requests or problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer workflows.
JOB DESCRIPTION:
- Oversees and manages the work of the customer service support function
- Resolve end users requests or problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer workflows
- May perform electronic data processing, and may route calls to specialists in the areas supported
- Maintains and updates records and tracking databases
- Directly supervises individual contributors (skilled technicians, administrative support) and/or entry level professionals (accountants, entry-level engineers)
- Provide direction to employees according to established policies and management guidance
- Administer company policies that directly affect subordinate employees
- Recommend changes to unit or sub-unit policies
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
- Bachelors and five (5) or more years of related experience; additional four (4) years of experience accepted in lieu of degree
- Excellent people skills, ability to train and develop staff, and ability to work in a time-sensitive and fluid environment
- Must be a detail oriented self-starter who is comfortable working independently with limited guidance and direction; capable of taking the initiative in uncertain situation
- Excellent written and oral communications skills are vital
- Able to provide excellent customer experience driving high client and customer satisfaction
REQUIRED CERTIFICATIONS:
- Must have a DoD IAT level I or higher certification such as A , Network , etc
- ITILv4 Foundations or higher. - Capable of managing multiple task simultaneously.
REQUIRED CLEARANCE:
- Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
- Must be a current US Citizen
DESIRED QUALIFICATIONS:
- Three years of experience desired in managing service desk operations Knowledgeable of U.S
- Army Enterprise Network. Experience with ServiceNow ITSM and BMC Remedy ITSM
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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