Job Title: Customer Service Manager

Overview
Support the MyNavy Career Center (MNCC) Contact Center that provides contact center support for sailors, recruits, Navy families, reservists, retirees, veterans, and the general public. The Contact Center provides confidence in our customers that the Navy delivers quality customer service.

Support services are focused on resolving inquiries, transactions, and requests relating to the complex nature of Human Resources (HR)-related topics across the broad spectrum of payroll, employment verification, benefits, travel, personnel development, training, recruiting, enlisting, retirements, separations, extensions, re-enlisting, mobilization and de-mobilization pay and disbursing operations, locator services, career management, and selection boards which represent the full hire-to-retire lifecycle for the Navy. Work will be performed in Millington, TN.

Responsibilities
The Customer Service Manager oversees and manages the day-to-day operations of the Contact Center. The manager will supervise all assigned staff and be responsible for recruiting and performance management. He/she will lead and perform the daily activities of the assigned functional team members. The Manager will have daily operational support of the Customer Service Supervisors to ensure contractual performance and quality metrics are met. He/she will be responsible for the productivity, quality, and timeliness of all work completed within the assigned Contact Center team.

Duties:
Establish excellent working relationships with customer and all program partners Lead large, critical customer service operations Self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals Create and maintain a high-quality work environment so team members are motivated to perform at their highest level Utilize problem-solving and decision-making skills Manage complex issues and provide effective solutions Speak effectively before groups of customers, employees, or organizations

Qualifications
Education
Bachelor's DegreeClearance
Active DoD Secret ClearanceExperience and Skills
Minimum of five (5) years management experience in large commercial contact centers (200-500 Customer Service Representative, CSR) Minimum of ten (10) years of total experience in commercial contact center operations Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications. Proficient with Microsoft Office ProgramsEIS is an Equal Opportunity Employer/M/F/V/Disabled.