Today
Public Trust
Unspecified
Unspecified
IT - Support
McLean, VA (On-Site/Office)
Overview
The Help Desk Manager is responsible for leadership and oversight of the Contact Center operations including inbound/outbound calls and emails and all correspondences, including web transactions for our government client. This position works to achieve maximum results within the contact center and meet/exceed our contract goals.
Contributions
This position shall provide for the following skills and attributes:
The Manager's main responsibilities will be the following:
Qualifications
Minimum Qualifications:
About steampunk
Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers - and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com .
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.
The Help Desk Manager is responsible for leadership and oversight of the Contact Center operations including inbound/outbound calls and emails and all correspondences, including web transactions for our government client. This position works to achieve maximum results within the contact center and meet/exceed our contract goals.
Contributions
This position shall provide for the following skills and attributes:
- Must be capable and skilled in oral and written communications and be able to apply these skills in communicating with all levels of management within DEA and the customers supported by the contract.
- Must effectively and efficiently plan, organize, and manage all Help Desk employees assigned to the specific task area. This shall include:
- Day-to-day administrative direction of contractor personnel
- Assignment of staff personnel in accordance with workflow requirements
- Establishment or improvement of procedures and controls, where necessary, to ensure that all services meet schedules and production standards.
- Expected to answer calls and emails during high volume periods in addition to duties above.
The Manager's main responsibilities will be the following:
- Hire, onboard and train contact center personnel.
- Coach contact center staff through challenging customer service issues.
- Analyze contact center data and prepare reports for upper management and our client.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Lead team meetings.
- Ensure quality assurance measurements are adhered to as per the contract
- Develop weekly, monthly, quarterly and annual contact center goals and action plans.
- Prepare work schedules to ensure sufficient coverage.
Qualifications
Minimum Qualifications:
- A Bachelor's Degree
- Ten (10) years of experience in a customer service operation setting
- Minimum of four (4) years management and supervision for systems and procedures, including the development, implementation, and maintenance of policies, procedures, and projects
- Eight (8) years of related experience is equivalent to a four-year degree
- A multilingual speaker is a plus
- Requires DEA Experience
- Must have current DEA clearance
About steampunk
Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers - and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com .
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.
group id: 10150207
