CSC Manager

Service Center Manager

Status: Full-time, Onsite

Location: Oak Ridge, TN

Schedule: Monday – Friday, 7:00 am – 4:00 pm

Travel: Minimal, less than 5%

Note: All candidates must pass a background check and must be capable of obtaining and maintaining an uncleared US DOE HSPD badge.

Veterans First Initiative, LLC (VFI) is an IT Solutions and Services Integrator that delivers Network, Unified Communications, Information Technology, and Cybersecurity Engineering and Infrastructure Solutions on a global scale. VFI is certified by the US Small Business Administration (SBA) as a Service-Disabled Veteran-Owned Small Business (SDVOSB).

VFI seeks an experienced, professional Customer Service Center (CSC) Manager for a complex, multi-year contract to support the Oak Ridge Federal Integrated Communications Network (ORF-ICN) throughout the Oak Ridge Reservation (ORR). The ORF-ICN provides telecommunications services to the US Department of Energy (DOE), its onsite Contractors, and other Government agencies on the ORR. The TMS in use on the ORR is manufactured by Professional Computing Resources, Inc. (PCR). The Service Center is the customer communications focal point for services provided from the Government’s Private Branch Exchange (PBX) Telephone systems and IP-based telephone systems and their ancillary systems.

The Service Center Manager is responsible for the coordination and delivery of contract services to more than 22,000 users across the ORR and daily operations of the Customer Service Center (CSC) staff which fields all requests for customer service and provides technical assistance. The Service Center Manager, who also serves as the primary Contractor point-of-contact for the Y-12 National Security Complex (NSC) on the ORR, supervises one (1) Telecommunications Management System (TMS) Administrator, one (1) Facilities Administrator, and three (3) Service Order Dispatchers. The Service Center Manager ensures that all Service Orders (SO) and Trouble Tickets (TT) and properly documented in the TMS, and that the work is effectively and efficiently distributed to Contract Technicians for onsite support, trouble mitigation, and SO fulfillment.

Duties and Responsibilities:

• Manages the CSC Team and tracks, maintains, and reports on Service Order (SO) fulfillment and Trouble Ticket (TT) status.
• Moves, Adds, Changes, and Disconnects (MACD): responsible for CSC order fulfillment in accordance with contract Service Level Agreements (SLA) to all users supported under the ORF-ICN Support Services Contract.
• Provides direct operational support to the ORF-ICN Prime Contractor Program Manager and ensures the effective and efficient delivery of telecommunications services.
• Provides management support with contract deliverables, product development and research, service monitoring metrics, status reporting, customer feedback, root-cause analyses, and other special services requested by the prime contractor, the Government, and Oak Ridge Site Representatives.
• Mentors and trains staff to provide the highest standard of customer service.
• Ensures subordinate CSC staff members are knowledgeable on current, in-use technology products, available services, and internal processes and procedures.
• Uses CSC resources and best practices to plan and organize day-to-day work tasks to improve work-process efficiency and deliver timely, high-quality outcomes.
• Manages the CSC work schedule to ensure adequate CSC staffing.
• Supervises the CSC staff in the creation of telephone service requests. Ensures that all service orders, incidents, and audio conferences are complete and processed in a timely manner.
• Monitors and analyzes work requests daily to ensure contractually compliant deadlines are accomplished.
• Performs quality checks through report analysis to identify and capture CSC and TMS discrepancies where services might be degraded or otherwise compromised.
• Develops and maintains internal procedures, performance objectives and monitoring metrics to assess quality of service and areas in need of improvement.
• Personnel performance areas include Customer Relations, center specific objectives, work-group initiatives, and professional growth and development.
• Provides dedicated support to Site Representatives and Division Coordinators to ensure the delivery of effective solutions and improved speed and quality of CSC services.

Required Qualifications:

• At least five years managing a call center or customer service center with defined work processes and Management Information Systems (MIS) designed to track and support the delivery of desktop user support services as part of an IT or Telecommunications environment.
• Thorough knowledge of telecommunications products, customer service center processes and practices, work management platforms, and desktop support services.
• Strong written and verbal communication skills, organizational skills, and a consistently professional demeanor.
• Thorough knowledge of telecommunications products, center processes, custom applications (Tele-Management and T-Metrics), customer service, and support services.
• Strong time management skills, with the ability to take ownership and lead staff in the accomplishment of immediate, short- and long-term (recurring) tasks.
• Experience managing telecommunications billing, carrier invoice reconciliation, procurement, and inventory auditing within a central platform.

Potential for Telework:

• Minimal, less than 5%. Based on Customer’s needs.

VFI offers competitive compensation, comprehensive benefits packages including medical, dental, vision, employer paid life, short-term, and long-term disability insurance, retirement plans with employer contributions, paid time off, holidays, opportunity for advancement, and a respectful and collaborative work environment.

Application Instructions: Please apply on our website at: www.vetfi.com/careers.

VFI is an equal opportunity employer and makes employment decisions without regard to race, religion, national origin, color, gender/gender identity, sexual orientation, disability or protected veteran status.