Enterprise Information Services, Inc. Site Manager in Norfolk, Virginia

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 Norfolk, Virginia.

The Site Manager shall be responsible for the management and oversight of all contracted personnel at a given location, and for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving..

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

  • Skilled in managing to metrics

  • Self-manage time, balance multiple priorities, coach and develop teams, and set and accomplish goals

  • Manage complex issues and provide effective solutions

Education

  • Bachelor’s Degree

Clearance

  • Active DoD Secret Clearance

Experience and Skills

  • Minimum of five (5) years of experience managing operations of large commercial contact centers (200-500 Customer Service Representative, CSR)

  • 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 programs

EIS is an Equal Opportunity Employer/M/F/V/Disabled.

ID: 2018-3751

Targeted Job Start Date: 3/4/2019

External Company Name: Enterprise Information Services, Inc.

External Company URL: http://www.goeis.com/

Street: 1530 Gilbert St #2000,