[Hiring] NASA Customer Contact Center Operations Manager @016d6154-ba29-4fdf-958f-c1213235e929

Role Description

Manage the daily operations of the NASA Enterprise Shared Center, Customer Contact Center (CCC). The NASA Customer Contact Center provides Tier 1 support via telephone, e-mail, and web, Monday through Friday, excluding federal holidays, from 7 AM to 7 PM Central Time/8 AM to 8 PM Eastern Time. This CCC Operations Manager is responsible for ensuring contractual Service Level Agreements (SLAs) are met and manages Team Leads and Tier 1 representatives.

• Ensures processes promote maintenance of all quality levels.
• Coordinates with other NASA departments for issues and escalations from Tier 1 interactions.
• Manages customer care staff performing day-to-day tasks.
• Liaison with senior management at NASA regarding Customer Care and improvement projects.
• Recommends and implements changes and ensures smooth transition of new releases and applications into Tier 1 NASA CCC support.
• Located in Fort Knox, Kentucky with minimal travel to training, conferences, and customer meetings.

Essential Duties and Responsibilities include the following; other duties may be assigned:

• Manage the NASA Customer Contact Center with a staff of approximately fifty personnel performing customer service functions.
• Maintain high quality and customer satisfaction for NASA customers.
• Manage subcontractor relationships regarding day-to-day duties and service levels during transition and post-transition.
• Ensure the Service Level Agreements with the NASA customer are met.
• Strong written skills for meetings, action items, and reports.
• Strong verbal communication skills.
• Strong interpersonal skills.
• Coordinate with other departments for weekly and monthly contact center metrics reporting.
• Attend meetings with InspiriTec ESC management and government NASA representatives to provide updates on overall CCC performance and open issues.
• Resolve problems by clarifying issues, researching, and implementing solutions.
• Fulfills escalation requests by clarifying desired information and completing transactions.
• Advocate for providing first call resolution.
• Customer service focused; providing excellent customer service to callers is the #1 priority.
• Motivate team and maintain a positive virtual working environment.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests.
• Ability to multi-task.
• Coordinate staffing issues with InspiriTec HR/case management.

Qualifications

• Strong leadership skills and experience, preferably in a call center environment.
• Technical information technology background and proficiencies.
• Military systems proficiency desired.
• BS Degree or equivalent experience plus education.
• Experience with NASA CCC processes and procedures.
• Preferably call center, technical support, help desk, or other customer service experience required.
• ITIL certification and/or Help Desk International (HDI) certifications desired.

Requirements

• Must maintain security clearance with NASA of a favorable Public Trust.
• Ability to comprehend basic instructions and correspondence.
• Ability to compose and understand project plans and written communications.
• Ability to effectively present information in one-on-one and small group situations.
• Ability to write plans and standard operating procedures.
• Detail-oriented and customer focused.
• Proven research and problem-solving skills.
• Excellent communication and organizational skills.
• Ability to work independently with minimal supervision.

Physical Requirements

• Regularly required to sit and talk or hear.
• Frequently required to use hands to finger, handle, or feel.
• Occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

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