CSC Manager

VETERANS FIRST INITIATIVE LLC•Oak Ridge, TN

3d•Onsite

About The Position

Veterans First Initiative, LLC (VFI) is seeking an experienced Customer Service Center (CSC) Manager to support the Oak Ridge Federal Integrated Communications Network (ORF-ICN), a complex, multi-year contract serving the Oak Ridge Reservation. The ORF-ICN provides telecommunications services to the U.S. Department of Energy, onsite contractors, and other government agencies. The Service Center is the communications focal point for services provided through government PBX and IP-based telephone systems and their ancillary systems. The CSC Manager coordinates and delivers contract services to more than 22,000 users across the reservation and manages the CSC’s daily operations. The role serves as the primary contractor point of contact for the Y-12 National Security Complex and supervises a Telecommunications Management System Administrator, a Facilities Administrator, and three Service Order Dispatchers. The manager ensures service orders and trouble tickets are properly documented in the TMS and work is distributed effectively to contract technicians for onsite support, troubleshooting, and fulfillment. This is a full-time, onsite position in Oak Ridge, Tennessee, scheduled Monday through Friday, 7:00 a.m. to 4:00 p.m., with minimal travel and telework (less than 5%, based on customer needs). Candidates must pass a background check and be capable of obtaining and maintaining an uncleared U.S. DOE HSPD badge.

Requirements

At least five years of experience managing a call center or customer service center with defined work processes and Management Information Systems designed to track and support desktop user support services in an IT or telecommunications environment.
Thorough knowledge of telecommunications products, customer service center processes and practices, work management platforms, and desktop support services.
Thorough knowledge of custom applications, including Tele-Management and T-Metrics, and of customer service and support services.
Strong written and verbal communication and organizational skills, with a consistently professional demeanor.
Strong time-management skills and the ability to take ownership and lead staff in immediate, short-term, and recurring long-term tasks.
Experience managing telecommunications billing, carrier invoice reconciliation, procurement, and inventory auditing within a central platform.
Must pass a background check and be capable of obtaining and maintaining an uncleared U.S. DOE HSPD badge.

Responsibilities

Manage the CSC team and track, maintain, and report on service order fulfillment and trouble ticket status.
Manage customer service center order fulfillment for Moves, Adds, Changes, and Disconnects in accordance with contract Service Level Agreements.
Provide direct operational support to the ORF-ICN Prime Contractor Program Manager and help ensure effective and efficient delivery of telecommunications services.
Support contract deliverables, product development and research, service-monitoring metrics, status reporting, customer feedback, root-cause analyses, and other requested services.
Mentor and train staff to provide a high standard of customer service and ensure staff understand current technology products, available services, and internal processes and procedures.
Plan and organize day-to-day work using CSC resources and best practices to improve efficiency and deliver timely, high-quality outcomes.
Manage the CSC work schedule to ensure adequate staffing.
Supervise CSC staff in creating telephone service requests and ensure service orders, incidents, and audio conferences are completed and processed promptly.
Monitor and analyze work requests daily to ensure contract deadlines are met.
Perform quality checks and analyze reports to identify CSC and TMS discrepancies that could degrade or compromise services.
Develop and maintain internal procedures, performance objectives, and monitoring metrics to assess service quality and areas for improvement.
Manage personnel performance in customer relations, center-specific objectives, work-group initiatives, and professional growth and development.
Support Site Representatives and Division Coordinators to deliver effective solutions and improve the speed and quality of CSC services.