General Dynamics Information Technology (www.gdit.com)
District of Columbia
Make your mark in history and join our mission to support the 2020 Census.
General Dynamics Information Technology is currently looking for Director, Contact Center Operations to join our team in Washington DC or Remote. The program will support Customer Service Representatives who use scripted responses to answer questions from the public, entering information required to process fulfillment requests for Census forms, and collecting and entering Census data into an Internet Self Response (ISR) instrument. The information will be entered into screens on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.
Oversees the operations of the 2020 Census call center operations, including staffing, retention, coaching, meeting service level agreements and working with the customer to deliver consistent and thorough results for the 2020 Census. Responsible for overseeing the rapid buildout of multiple short-term call center sites, working with cross-functional team and subcontractors to ensure consistency and meeting project schedule milestones. Uses training, analytics and trending data to drive customer centric activities that improve overall customer experience outcomes. Works with internal and external business partners to drive performance within the contact center.
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
Work may require some physical effort in the handling of light materials, boxes, or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.