Role OverviewActioNet has an opportunity for a Call Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area. Hybrid work is available. You will play a multifaceted role and be the first point of contact for troubleshooting hardware/software, computer systems, and printer problems.
What You Will Do
Provide supervision of all Call Center personnel assigned to this contract, ensure Call Center personnel adhere to all Tier 1 SOPs, and train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all computer systems and applications.
Why It Might Be a Fit
The right candidate works well with a team, always exhibits excellent customer service skills, and is self-motivated, seeking ways to improve the environment.
Requirements
- Five (5) or more years managing and leading Call Center teams utilizing ITIL and Agile methodologies
- Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
- Good interpersonal, Problem-solving, and Time management skills
- Strong management skills to manage resources and day-to-day processes
- Strong attention to detail, organizational skills, and a commitment to quality
- Ability to work independently and collaboratively within cross-functional teams
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and AD&D Insurance
- 401(k) Savings Plan
- Education and Professional Training
- Flexible Spending Accounts (FSA)
- Employee Referral and Merit Recognition Programs
- Employee Assistance and Identity Theft Protection
- Paid Holidays: 11 per year
- Paid Time Off (PTO)
- Disability Insurance
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