Call Center Manager

who we are Message from the Chairman Vision, Mission & Core Values HerStory Leadership Qualifications Certifications Community what we do Cyber and Big Data DevSecOps Managed Services how we do it ActioNetAgile ActioNetCyber ActioNet360 ActioNetHosting ActioNetDesk ActioNetMobility who we serve Customers Case Studies Contracts Partners what's up? ActioNews Trade Shows Publications Accomplishments Press Releases ActioNet Blog contact us careers Home /  Become One Of Us! /  Search Jobs /  Call Center Manager Call Center Manager | Req#4188 Washington, DC Apply Description ActioNet has an opportunity for a Call Center Manager requiring a Public Trust clearance in the Washington, D.C. metro area. Hybrid work is available.  You will play a multifaceted role and be the first point of contact for troubleshooting hardware/software, computer systems, and printer problems. You will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support.   The right candidate works well with a team, always exhibits excellent customer service skills, and is self-motivated, seeking ways to improve the environment.Salary Range 80-110KDuties and Responsibilities:Provide supervision of all Call Center personnel assigned to this contractEnsure Call Center personnel adhere to all Tier 1 SOPsEnsure satisfactory performance of contract task areasTrain and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all computer systems and applicationsEnsures that projects adhere to ActioNet’s Quality Management System, including ActioNet tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of statusStrategically work together with cross-functional teams to provide innovative, customer-focused experiencesBasic Qualifications (required):Five (5) or more years managing and leading Call Center teams utilizing ITIL and  Agile methodologiesMicrosoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and WordGood interpersonal, Problem-solving, and Time management skillsStrong management skills to manage resources and day-to-day processesStrong attention to detail, organizational skills, and a commitment to qualityAbility to work independently and collaboratively within cross-functional teamsPreferred:Bachelor’s degree in computer science/information systemsITIL 4 Certification Help Desk Institute (HDI) Certification - Support Center Manager ServiceNow certificationActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services.   With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator! Core Capabilities: Advanced and Managed IT Services Agile Software Development DevSecOps Cybersecurity Health IT C4ISR & SIGINT Data Center Engineering & Operations Engineering & Installation Why ActioNet? At ActioNet, our Passion for Quality is at the heart of everything we do: Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters. Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence. Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation. ActioNet is proud to be named a Top Workplace for the Twelfth year in a row (2014 - 2025). We have a 98% customer retention...