Job Information
General Dynamics Information Technology English/Spanish Customer Service Supervisor in El Paso, Texas
Req ID: RQ218541
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: Other
Job Family: Contact Center
Skills:
Call Management,Employee Performance Evaluations,People Management,Results-Oriented,Work Performance
Experience:
5 + years of related experience
US Citizenship Required:
Yes
Job Description:
We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.
GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.
We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on an English/Spanish Customer Service Supervisor joining our team to support USCIS activities in our El Paso facility.
At GDIT, people are our differentiator. As an English/Spanish Customer Service Supervisor supporting USCIS, you will be trusted to motivate, coach, and develop a team of contact center professionals.
ESSENTIAL JOB FUNCTIONS:
Model high ethical and professional conduct
Lead a team of call center representatives using proven coaching methods
Maintain focus on client and operational goals while ensuring customer satisfaction
Provide administrative support to assist with the management of day-to-day operations
Identify business risks and opportunities through the analysis of information and results
Promote positive work culture among team
Set and achieve operational goals
Continuously measure and evaluate processes
Work to deliver continuous efficiencies and cost savings
Drive best practice standards
Develop presentations for client and leadership as needed
Identify performance gaps and implement continuous service improvement
Ensure high level of quality through monitoring and management
Create, update, and maintain reporting as needed
REQUIRED QUALIFICATIONS:
High School Diploma or equivalent
Five or more years of related experience
Five or more years of experience managing teams up to 15 or more direct reports
Must have experience on USCIS account
Texas residency within a 60-mile radius of our El Paso facility
Must be able to read, write, and speak both English and Spanish fluently
Must be a US Citizen
PREFERRED QUALIFICATIONS:
Bachelor’s degree in business or a related field
Call Center Management experience HIGHLY preferred
Excellent business and analytical problem-solving skills
Strong communication skills
Ability to work independently
WORK ENVIRONMENT:
Hours of Operation: Mon -Fri 7 am - 8 pm CST
WHAT GDIT CAN OFFER YOU:
Internal mobility team dedicated to helping you own your career
Cutting-edge technology you can learn from
A hybrid work environment with the ability to work from the comfort of your home
The likely salary range for this position is $43,888 - $51,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans