CALL CENTER MANAGER - REQ#3417
Company: ActioNet, Inc.
Location: Washington
Posted on: October 26, 2024
Job Description:
ActioNet has an opportunity for a Call Center Manager requiring
a Public Trust clearance in the Washington, D.C. metro area. Hybrid
work is available. You will play a multifaceted role and be the
first point of contact for troubleshooting hardware/software,
computer systems, and printer problems. You will ensure
cohesiveness between all Tiers and manage the day-to-day operations
of services, including incident, service requests, and end-user
support. The right candidate works well with a team, always
exhibits excellent customer service skills, and is self-motivated,
seeking ways to improve the environment.
Ensure all your application information is up to date and in order
before applying for this opportunity.
Duties and Responsibilities:
- Provide supervision of all Call Center personnel assigned to
this contract.
- Ensure Call Center personnel adhere to all Tier 1 SOPs.
- Ensure satisfactory performance of contract task areas.
- Train and mentor staff responsible for phone and in-person
support to users in e-mail, directories, computer operating
systems, and desktop applications for all computer systems and
applications.
- Ensure that projects adhere to ActioNet's Quality Management
System, including ActioNet tools and industry best practices, and
that adequate status reporting, reviews, and other control tools
are employed to keep projects on track and customers fully informed
of status.
- Strategically work together with cross-functional teams to
provide innovative, customer-focused experiences.Basic
Qualifications (required):
- Five (5) or more years managing and leading Call Center teams
utilizing ITIL and Agile methodologies.
- Microsoft Office Specialist (MOS) certification in at least 1
of the following: Access, Excel, PowerPoint, Outlook, and
Word.
- Good interpersonal, problem-solving, and time management
skills.
- Strong management skills to manage resources and day-to-day
processes.
- Strong attention to detail, organizational skills, and a
commitment to quality.
- Ability to work independently and collaboratively within
cross-functional teams.Preferred:
- Bachelor's degree in computer science/information systems.
- ITIL 4 Certification.
- Help Desk Institute (HDI) Certification - Support Center
Manager.
- ServiceNow certification.ActioNet is a CMMI-DEV Level 4,
CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified,
woman-owned IT Solutions Provider with strong qualifications and
expertise in Agile Software Engineering, Cloud Solutions, Cyber
Security and IT Managed Services. With 25+ years of stellar past
performance, ActioNet is the premier Trusted Integrator!Why
ActioNet?At ActioNet, our Passion for Quality is at the heart of
everything we do:
- Commitment to Employees: We are committed to making ActioNet a
great place to work and continue to invest in our ActioNeters.
- Commitment to Customers: We are committed to our customers by
driving and sustaining Service Delivery Excellence.
- Commitment to Community: We are committed to giving back to our
community, helping others, and making the world a better place for
our next generation.What's in It For You?As an ActioNeter, you get
to be part of an exceptional team and a corporate culture that
nurtures mutual success for our customers, employees, and
communities. We give you the tools to be successful; all you need
to do is bring your best ideas, your energy, and a desire to
develop your skills, experience, and career. Are you ready to make
a difference?ActioNet is an equal-opportunity employer and values
diversity at our company. We do not discriminate based on race,
religion, color, national origin, gender, sexual orientation, age,
marital status, veteran status, or disability status.Full-Time
Employees are eligible to participate in our ActioNet's Benefits
Program:
- Medical Insurance.
- Vision Insurance.
- Life and AD&D Insurance.
- 401(k) Savings Plan.
- Education and Professional Training.
- Flexible Spending Accounts (FSA).
- Employee Referral and Merit Recognition Programs.
- Employee Assistance and Identity Theft Protection.
- Paid Holidays: 11 per year.
- Paid Time Off (PTO).
- Disability Insurance.ActioNet Core Value #1 - Instill Integrity
In Everything We Do.
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Keywords: ActioNet, Inc., Reston , CALL CENTER MANAGER - REQ#3417, Executive , Washington, Virginia
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