This position is under the DoD Acquisition Workforce Personnel Demonstration Project (AcqDemo) within Title 5 Competitive Service. For more information on Acq Demo please go to the DoD AcqDemo website at https://acqdemo.hci.mil/ and Fact Sheet at https://acqdemo.hci.mil/faq.html

Duties

The Call Center Manager is responsible for overseeing and managing the operations of a call center (DAUHelp) Team, ensuring the delivery of high-quality customer service, efficient call handling, and effective team performance. The role involves strategic planning, staff management, process improvement, and maintaining a positive work environment. Call Center Manager Responsibilities at DAU: Supervision and Team Management: Oversee daily call center operations and manage agents, ensuring compliance with Service Level Agreements (SLAs) and identifying opportunities for improvement to support the DAU mission effectively. Call Center Performance: Monitor and enhance call center performance metrics which include average hold time, average handling time, first call resolution, and customer satisfaction. Utilize data analysis to implement strategies that optimize efficiency and productivity. Training: Conduct training sessions to educate the team on new policies or procedural changes, equipping them with necessary tools and resources. Communication and Collaboration: Collaborate with other departments and Virtual Campus partner agencies to align call center operations with overall business objectives. Maintain effective communication channels with agents, addressing concerns and providing feedback to foster a positive work environment. Customer Service Improvement: Identify opportunities for enhancing customer service, analyzing customer feedback from ServiceNow, and collaborating with other departments to address concerns and optimize the customer experience. Recognize the team's efforts and ensure prompt resolution of user-reported issues. Quality Assurance: Enforce quality standards and provide constructive feedback and coaching to improve team performance. Review service tickets and monitor calls to ensure service excellence. Virtual Campus Support: Understand the Learning Management System and its requirements to assist partner agencies effectively. Provide input for new partner agencies' Virtual Campus and ensure the Help Desk has the necessary information and training to provide targeted support. Performs other duties as assigned.

Requirements

• U.S. Citizenship is required
• Males must be registered for Selective Service, see Legal and Regulatory Guidance, please go to http://www.sss.gov for more information
• This position is subject to provisions of the DoD Priority Placement Program
• Incumbent may be required to obtain and maintain an appropriate security clearance.
• You may be required to serve a one (1) year probationary period.
• The incumbent of this position may be required to work overtime, irregular shifts, and/or on the weekend.
• Work may require travel away from the normal duty station on commercial aircraft.

Qualifications

GENERAL QUALIFICATIONS: General education and/or experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for Information Technology (IT) Management series (Alt A) positions. SPECIALIZED EXPERIENCE: One (1) year of specialized experience at the next lower broadband, NH-02, equivalent to the next lower grade, GS-11 or equivalent, in other personnel pay systems including experience as follows: Ability to communicate orally and in writing. Ability to recognize and analyze problems, conducts research, summarizes results, and makes appropriate recommendations. Ability to meet and deal with customers using a high degree of tact and diplomacy. Ability to research, analyze, interpret and apply rules, regulations, and procedures. Ability to plan, conduct and record surveys and inspections. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

ARE YOU USING YOUR EDUCATION TO QUALIFY? If the position you are applying for has a positive degree requirement or education forms the basis for qualifications, you MUST submit transcripts with your application. Official transcripts are not required at the time of application; however, if position has a positive degree requirement, qualifying based on education alone or in combination with experience; transcripts must be verified prior to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.

Contacts

• Address DEFENSE ACQUISITION UNIVERSITY 9820 Belvoir Road Ft. Belvoir, VA 22060 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]