English/Spanish Customer Service Supervisor
General Dynamics Information Technology, El Paso, TX, United States
Position Summary
English/Spanish Customer Service Supervisor at USCIS, El Paso facility. Responsible for motivating, coaching, and developing a team of contact center professionals.
Key Skills
Call Management, Employee Performance Evaluations, People Management, Results-Oriented, Work Performance
Essential Job Functions
Model high ethical and professional conduct
Lead a team of call center representatives using proven coaching methods
Maintain focus on client and operational goals while ensuring customer satisfaction
Provide administrative support to assist with the management of day‑to‑day operations
Identify business risks and opportunities through analysis of information and results
Promote a positive work culture among team
Set and achieve operational goals
Continuously measure and evaluate processesWork to deliver continuous efficiencies and cost savings
Drive best practice standards
Develop presentations for client and leadership as needed
Identify performance gaps and implement continuous service improvement
Ensure high level of quality through monitoring and management
Create, update, and maintain reporting as needed
Required Qualifications
High School Diploma or equivalent
Five or more years of related experience
Five or more years of experience managing teams up to 15 or more direct reports
Must have experience on USCIS account
Texas
residency within a 60-mile radius of our El Paso facility
Must be able to read, write, and speak both English and Spanish fluently
Must be a U.S. citizen
Preferred Qualifications
Bachelor’s degree in business or a related field
Call Center Management experience highly preferred
Excellent business and analytical problem‑solving skills
Strong communication skills
Ability to work independently
Work Environment
Hours of Operation: Mon – Fri 7 am – 8 pm CST
Compensation
The likely salary range for this position is $43,888 – $51,750. Salary will be based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Benefits
Our benefits package for all U.S.-based employees includes medical plan options (with Health Savings Accounts), dental plan options, vision plan, and 401(k) plan with pre‑ and post‑tax contribution options and company match. Discretionary benefits include short- and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, business travel, and accident insurance. Employees receive full flex work weeks when possible, paid vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
Equal Opportunity
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
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English/Spanish Customer Service Supervisor at USCIS, El Paso facility. Responsible for motivating, coaching, and developing a team of contact center professionals.
Key Skills
Call Management, Employee Performance Evaluations, People Management, Results-Oriented, Work Performance
Essential Job Functions
Model high ethical and professional conduct
Lead a team of call center representatives using proven coaching methods
Maintain focus on client and operational goals while ensuring customer satisfaction
Provide administrative support to assist with the management of day‑to‑day operations
Identify business risks and opportunities through analysis of information and results
Promote a positive work culture among team
Set and achieve operational goals
Continuously measure and evaluate processesWork to deliver continuous efficiencies and cost savings
Drive best practice standards
Develop presentations for client and leadership as needed
Identify performance gaps and implement continuous service improvement
Ensure high level of quality through monitoring and management
Create, update, and maintain reporting as needed
Required Qualifications
High School Diploma or equivalent
Five or more years of related experience
Five or more years of experience managing teams up to 15 or more direct reports
Must have experience on USCIS account
Texas
residency within a 60-mile radius of our El Paso facility
Must be able to read, write, and speak both English and Spanish fluently
Must be a U.S. citizen
Preferred Qualifications
Bachelor’s degree in business or a related field
Call Center Management experience highly preferred
Excellent business and analytical problem‑solving skills
Strong communication skills
Ability to work independently
Work Environment
Hours of Operation: Mon – Fri 7 am – 8 pm CST
Compensation
The likely salary range for this position is $43,888 – $51,750. Salary will be based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Benefits
Our benefits package for all U.S.-based employees includes medical plan options (with Health Savings Accounts), dental plan options, vision plan, and 401(k) plan with pre‑ and post‑tax contribution options and company match. Discretionary benefits include short- and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, business travel, and accident insurance. Employees receive full flex work weeks when possible, paid vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
Equal Opportunity
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
#J-18808-Ljbffr