English/Spanish Customer Service Supervisor

GD Information Technology•El Paso, TX

1d•Hybrid

About The Position

GDIT is a global technology and professional services company that supports complex government, defense, and intelligence projects. The company focuses on ensuring safety and fostering innovation, providing meaningful work with significant impact. GDIT values employee autonomy and offers opportunities for growth. This specific role is for an English/Spanish Customer Service Supervisor to support USCIS activities at the El Paso facility. The supervisor will be entrusted with motivating, coaching, and developing a team of contact center professionals. Key aspects of the role include maintaining focus on client and operational goals, ensuring customer satisfaction, providing administrative support for daily operations, identifying business risks and opportunities through analysis, promoting a positive work culture, setting and achieving operational goals, continuously measuring and evaluating processes, driving efficiencies and cost savings, implementing best practice standards, developing presentations for clients and leadership, identifying performance gaps, implementing continuous service improvement, ensuring high quality through monitoring and management, and creating/maintaining reports.

Requirements

High School Diploma or equivalent
Five or more years of related experience
Five or more years of experience managing teams up to 15 or more direct reports
Must have experience on USCIS account
Texas residency within a 60-mile radius of our El Paso facility
Must be able to read, write, and speak both English and Spanish fluently
Must be a US Citizen

Nice To Haves

Bachelor’s degree in business or a related field
Call Center Management experience HIGHLY preferred
Excellent business and analytical problem-solving skills
Strong communication skills
Ability to work independently

Responsibilities

Model high ethical and professional conduct
Lead a team of call center representatives using proven coaching methods
Maintain focus on client and operational goals while ensuring customer satisfaction
Provide administrative support to assist with the management of day-to-day operations
Identify business risks and opportunities through the analysis of information and results
Promote positive work culture among team
Set and achieve operational goals
Continuously measure and evaluate processes
Work to deliver continuous efficiencies and cost savings
Drive best practice standards
Develop presentations for client and leadership as needed
Identify performance gaps and implement continuous service improvement
Ensure high level of quality through monitoring and management
Create, update, and maintain reporting as needed

Benefits

Internal mobility team dedicated to helping you own your career
Cutting-edge technology you can learn from
A hybrid work environment with the ability to work from the comfort of your home
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time
Paid holidays
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance