Job: STAC Call Center Manager CM

Jobing Description

Job Description

STAC Call Center Manager CM-1100000441

Description

Chenega Management, LLC

Company Job Title: STAC Call Center Manager

Chenega Job Title: Project Manager II

Clearance: Secret clearance required, plus ability to obtain Top Secret

Location: Alexandria, VA

Reports To: Program Manager

FLSA Status: Full-Time, Exempt

Prepared Date: 12/14/11

Approved Date: 12/14/11

Job Code E3R2123 STAC Call Center Manager CMLLC Alexandria VA

***** POSITION IS CONTINGENT UPON CONTACT AWARD AND FUNDING *****

Summary

Supporting U.S. Department of State Domestic Security Installation Services (formerly STOS).

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

1. Ability to manage, supervise and coordinate the activities of call center professionals in providing customer related services.

2. Ability to plan and supervise changes and manage the activities of the call center.

3. Ability to monitor service requests to improve the quality, minimizing errors and tracking operative performance.

4. Ability to communicate effectively with all project stake holders and handle complicated customer inquiries or complaints.

5. Ability to maintain a current knowledge of DS security systems and CMMS work flows and procedures.

6. Ability to adhere to and manage project scope, schedules and budget.

7. Ability to work independently, identify and manage project risks.

8. Ability to effectively manage resources.

9. Ability to record statistics, performance levels and user rates of the call center and prepare reports.

10. Ensure that all persons on-site adhere to all DOS policies of conduct and behavior.

11. Extensive domestic travel required.

12. Other duties as assigned.

Supervisory Responsibilities

Supervisory responsibilities are required.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelors degree in Business Management, Technology Management or Project Management, or four progressive years of relevant work required.

Computer Skills

Must be proficient with Microsoft Office products.

Certificates, Licenses, Registrations, Clearance:

Secret clearance required, plus ability to obtain Top Secret.

Must be certified in Softwarehouse.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Written Communication

Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Diversity

Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics

Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Strategic Thinking

Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Planning/Organizing

Prioritize and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism

Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Innovation

Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation is an EOE. AA/M/F/D/V. Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program.

Qualifications

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelors degree in Business Management, Technology Management or Project Management, or four progressive years of relevant work required.

Computer Skills

Must be proficient with Microsoft Office products.

Certificates, Licenses, Registrations, Clearance:

Secret clearance required, plus ability to obtain Top Secret.

Must be certified in Softwarehouse.