Call Center Supervisor
About The Position
SAIC is seeking a Call Center Supervisor in Honolulu, HI. This role is primarily responsible for the professional development of team members through the performance management process. The supervisor will contribute to Help Desk Improvement by communicating observed gaps in team knowledge and exercise independent judgment within generally defined objectives and policies. They will communicate with other departments, senior management, functional peer groups, technical staff, and customers to ensure satisfactory customer support and gain cooperation. The role involves maintaining and following detailed operational procedures to ensure contract terms are met, continuously improving quality of service delivery, and providing value-added customer service. The supervisor will use monitoring tools to provide feedback to team members, provide focus to staff by established policies and procedures, and implement and administer policies that affect employees. Additionally, they will perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling, and employee development. The role also includes overseeing the appropriate development and retention of documentation and records. SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
Requirements
- 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.
- Maintain and follow detailed operational procedures ensuring contract terms are met.
- 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.
- Implement and administer 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.
Responsibilities
- 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.
- Maintain and follow detailed operational procedures ensuring contract terms are met.
- 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.
- Implement and administer 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
