Call Center Manager

Overview

This position description is subject to change at any time as needed to meet the requirements of the program or company.

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Advantor Systems is dedicated to providing the highest quality comprehensive proprietary and integrated solutions to help our U.S. Military and government customers protect critical assets through experience, integrity, hard work and loyalty. (Advantor Systems is a wholly-owned subsidiary of V2X, LLC.)

V2X and Advantor are seeking a Call Center Manager to lead our Call Center Team in support of a federal government contract. The Call Center Manager is responsible for the management and oversight of the daily operations of the Call Center Team. The Manager will develop and implement strategies to drive growth through inbound / outbound calling techniques, utilize CRM systems to track performance and manage customer interactions, and train, mentor, and motivate Call Center Agents to ensure high performance levels. 

Responsibilities

Major Job Activities: 

The Call Center Manager will also be responsible for staff performance evaluations, adherence to staff coverage, meeting client Service-Level Agreements (SLAs), holding staff accountable to KPI’s, and other related metrics, as well as interviewing candidates and managing daily team tasks. In addition:

• Coordinate regular team meetings with staff.
• Primary point of contact for Insight Global contract staff located on-site.
• Establish performance metrics along with roles and responsibilities within team.
• Responsible for the issuance of escalation and notification communications to appropriate client management teams.
• Ensure that appropriate shift turnover occurs between shifts.
• Develop and/or provide input, where required / needed, to Service Improvement Plans.
• Responsible for quality control of team members’ incidents that are open, resolved, closed, and or touched.
• Monitor incident records that bounce between service groups / teams, have become aged or their priorities have changed.
• Provide recommendations on areas of improvement within the Incident Management process for continual service improvement opportunities.
• Oversee teams’ open incidents and requests to ensure they are assigned, responded to, and completed within the allotted timeframes relevant to the SLAs.
• Provide timely weekly summary of accomplishments, challenges, and risks to senior management.
• Oversee the implementation and delivery of the training curriculum as required with a focus on reducing amount of time it takes for agent “readiness”.

Qualifications

Minimum Qualifications: 

• High School Diploma
• 5 years of experience in customer service, with at least 3 years in a call center management role.
• Ability to successfully pass a federal background check.
• A current TSA Suitability Determiniation is preferred; ability to obtain Determination is required.
• Strong leadership / mentoring skills and experience.
• Proficient within Microsoft Office products.
• Great communication skills and strong soft skills.
• Previous experience with resource scheduling (with or without a workforce management system).
• Experience working with budgeting and financial plan development and management.

Benefits:

Our employees enjoy a competitive benefit package including health medical plans, vision, dental, 401(k) match, educational reimbursement along with a flexible work schedule and extra personal days off. 

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. V2X is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

Read Full Description