Call Center Supervisor

SAIC is hiring a Call Center Team Manager to work in Honolulu, Hawaii.

Responsibilities:

• Primarily responsible for the professional development of team members through the performance management process.
• Contribute to Help Desk Improvement by communicating observed gaps in team knowledge.
• Exercise independent judgment within generally defined objectives and policies.
• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service.
• Use of monitoring tools to provide feedback to team members.
• Provide focus to staff by established policies and procedures and implements and administers policies that affect employees.
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.
• Oversee the appropriate development and retention of documentation and records.

Qualifications

Required Education and Experience:

• Bachelors and six (6) years or more of related experience; Masters and four (4) years or more experience; PhD and 0 years related experience; applicable experience can be considered in lieu of degree.
• 2+ years of team lead or supervising service desk staff
• Recent supervisory experience within the previous 12 months is desired 
• Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers. 
• Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies. 
• Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
• Excellent customer service skills and be well versed in the Service Desk environment. 
• Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must. 
• Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000. 
• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals. 

Certifications:

• IAT Level II or greater; i.e.- Security+, CYSA+, etc.  (DoD Directive 8570 Certified)
• ITIL Foundation V4 certification required no later than 90 days after start date

Security Clearance:

• US Citizen with the ability to obtain an DOD Secret Clearance

Desired Experience: 

• Familiar with standard report and supervisory software such as ServiceNow, BMC Remedy, Google Docs, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems. Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills.

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.