English/Spanish Customer Service Supervisor

General Dynamics Information Technology • El Paso, TX

14h • Hybrid

About The Position

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on an English/Spanish Customer Service Supervisor joining our team to support USCIS activities in our El Paso facility. At GDIT, people are our differentiator. As an English/Spanish Customer Service Supervisor supporting USCIS, you will be trusted to motivate, coach, and develop a team of contact center professionals.

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
• Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 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.
• To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
• We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees