Customer Contact Team Manager

Job Description

Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.

Job Grade

3

Job Tier

3

Career Area

Retail Specialist

Supervisor

Yes

Job Qualifications

Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.

Degree (one Of)

• BACHELORS DEGREE - Preferred
  
  

Major/Minor (one Of)

• BUSINESS ADMINISTRATION - Preferred
• BUSINESS MANAGEMENT - Preferred
  
  

Additional Qualifications/Requirements

• Work Schedule – Onsite
• PCS Not Authorized/LSP Not Authorized
  
  

Technical (Preferred/Required Skills/Systems):

• MICROSOFT OUTLOOK - Required
• MICROSOFT WORD - Required
• ACCOUNT SERVICES - Preferred
• ATN - Preferred
• CCD - Preferred
• CVS - Preferred
• EXCEL-INTERMEDIATE LEVEL - Preferred
• MICROSOFT POWERPOINT - Preferred
  
  

Salary Minimum

$46,937.00

Major Duties

Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.

Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.

Manages customer service levels, production and quality assurance that meets or exceeds operational goals.

Performs other duties as assigned.

Work Challenges

24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends

Job Type

Management

Number of Positions Remaining

1