Job Description: NASA Customer Contact Center (CCC) Operations Manager

Business Unit: NASA ESC Contract

Reports to: Program Manager, Enterprise Shared Center

Summary: Manage the daily operations of the NASA Enterprise Shared Center, Customer Contact Center (CCC). The NASA Customer Contact Center via telephone, e-mail and web. Tier 1 support is provided Monday through Friday, excluding federal holidays, 7 AM to 7 PM Central Time/8 a.m. to 8 p.m. Eastern Time. Shift schedules are based on customer need and are subject to change.

This CCC Operations Manager is responsible for contractual Service Level Agreements (SLAs) are met for this area of the contract. Manages Team Leads and Tier 1 representatives. This position backs up the Team Lead when the Team Lead is out of office or on leave. Ensures processes promote maintenance of all quality levels. Coordinates with other NASA departments for issues and escalations that derive from a Tier 1 interaction. Manages customer care staff that perform day to day tasks. Liaison with senior management at NASA regarding Customer Care and improvement projects. Other tasks performed as required. Recommends and implements changes, subject matter changes, and ensures smooth transition of new releases and applications into Tier 1 NASA CCC support. This position is located in Fort Knox, Kentucky and has 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.
• Maintains high quality and customer satisfaction for NASA customers.
• Manages subcontractor relationships as regards day to day duties and service levels and functions during transition and post-transition.
• Ensure the Service Level Agreements with the NASA customer are met.
• Strong written skills as meetings, action items, and reports are routine in this help desk.
• Strong verbal communications skills.
• Strong interpersonal skills.
• Responsible for coordinating with other departments that all reporting weekly and month monthly contact center metrics.
• Attend meetings with InspiriTec ESC management and government NASA representatives to provide updates on overall CCC performance and open issues.
• Resolves problems by clarifying issues; researching and exploring answer and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills escalation requests by clarifying desired information; completing transaction; forwarding requests.
• Advocate of providing first call resolution.
• Customer Service focused. Providing excellent customer service to callers is our #1 priority.
• Motivates team and maintains a positive virtual working environment.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.
• Ability to multi-task.
• Coordinates staffing issues with InspiriTec HR/case management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Strong leadership skills and experience is a must (preferably in call center environment). Should have technical information technology background and proficiencies. Military systems proficiency desired. 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.

Education and/or Experience:

BS Degree or equivalent experience plus education. Requires experience with NASA CCC processes and procedures. Preferably call center, technical support, help desk or other customer service experience required. Years of related experience acceptable. ITIL certification and/or Help Desk International (HDI) certifications desired.

Security Clearance:

Must maintain security clearance with NASA of a favorable Public Trust.

Communication Skills:

Ability to comprehend basic instructions and correspondence. Ability to compose and understand project plans, written e-mails regarding contact center and customer service concepts. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to write plans and standard operating procedures. Carries out plans to effective completion for any new content or support aspects for the CCC.

Mathematical Skills:

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Understanding of percentages. Ability to work with and re-calculate contact center metrics.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Must be detail-oriented and customer focused. Must have proven research and problem-solving skills. Excellent communication skills and organizational skills are required, along with the ability to work independently with minimal supervision.

Physical Requirements:

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. Such accommodations must be directly related to the work being performed, and must be readily available and financially assessable to the employer. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position may be remote.

EEO/disability/vets