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ActioNet, Inc. · 2 months ago

Call Center Manager

Washington, DC

Full-time

Hybrid

Senior Level

$80K/yr - $110K/yr

5+ years exp

ActioNet, Inc. is a woman-owned IT Solutions Provider with over 25 years of experience. They are seeking a Call Center Manager to supervise personnel, ensure adherence to standard operating procedures, and manage day-to-day operations of services including incident and end-user support.

AssociationConsultingCRMGovernmentInformation ServicesInformation Technology

No H1B

Security Clearance Required

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

Ensures 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

Qualification

Call Center ManagementITIL MethodologiesAgile MethodologiesMicrosoft Office SpecialistITIL 4 CertificationHelp Desk Institute CertificationProblem-solving skillsTime management skillsInterpersonal skillsOrganizational skillsAttention to detail

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

Benefits

Medical Insurance

Vision Insurance

Dental 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

Company

ActioNet, Inc.

Glassdoor3.7

ActioNet, Inc., headquartered in Vienna, Virginia, 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 Cloud-based Solutions, Cyber Security and Agile Software Engineering.

Founded in 1998

Vienna, Virginia, USA

1001-5000 employees