What are the responsibilities and job description for the Contact Center Operations Manager (MyNavyCareerCenter) position at Strategic Data Systems?
Strategic Data Systems is a Customer Service and IT solutions provider with multiple opportunities supporting the Department of Defense for candidates like you. Our positions offer interesting technical challenges, competitive salaries, great benefits and the opportunity for you to receive or maintain security clearances/certifications that can enhance your career.
Contact Center Operations Manager
MyNavyCareerCenter (MNCC) Human Resources Service Center (HRSC)
Naval Support Activity - Millington, TN 38053
Salary Negotiable (depending on experience)
The Contact Center Operations Manager oversees and manages the day-to-day operations of the MNCC HRSC Contact Center Millington site.
Position Duties include:
Supervise all assigned Millington staff and have responsibility for daily performance management.- Lead and perform the daily activities of the MNCC Contact Center.
- Manage the Customer Services Supervisors to ensure contractual performance and quality metrics are met.
- Responsible for the productivity, quality, and timeliness of all MNCC Contact Center work at the Millington site.
- Provide quality and efficient customer service through the daily management of employees to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving.
Here is a short video of My Navy Career Center:
https://www.youtube.com/watch?v=n86B5UY7H4o
To qualify for this position you will need:
Bachelor’s Degree- Five(5) years of total experience in large scale human resources, shared services contact centers with three (3) years of experience managing operations of large-scale human resources, shared services contact centers
- Ability to obtain and maintain a Secret Clearance
- Ability to create and maintain a high-quality work environment so team members are motivated to perform at their highest level
- Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
- Skilled in managing to metrics
- Strong interpersonal, written, and verbal communication skills
- Ability to self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals
- Proficient with Microsoft Office Programs
