General Dynamics Information Technology V-safe Assistant Lead in Des Moines, Iowa
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: None
Job Family: Customer Service
We are GDIT. As one of the largest IT and mission services providers to the government, we own our opportunities to better enable healthcare organizations to identify theirs.
You can make GDIT your place. You make it your own by turning obstacles into action. By owning your opportunity at GDIT, you’ll play an important role in providing the technologies and services that millions of healthcare professionals depend on, every day. Our work depends on our Assistant Leads joining our team to support V-Safe activities remotely.
At GDIT, we put our people first. As an Assistant Lead, you will be trusted to support the V-Safe program. V-Safe is a voluntary adverse event tracking system for individuals who receive the Covid-19 vaccine. The team will contact individuals and help them to complete the VAERS adverse event reporting form. This team covers the hours of 8am – 8pmET, Monday – Friday. Employees work a regular 8-hour shift with flexibility to adjust hours for team coverage or time off as needed. Some weekends may also be required as needed for surge coverage. In this role, a typical day will include:
Supervises customer service professionals directly and offers leadership, coaching, and training.
Acts as advisor to subordinates to meet schedules and/or resolve problems.
Administers schedule and performance requirements; may have budget responsibilities.
Implements call center policies and procedures.
Handles escalated customer service issues as needed.
Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.
Maintains accurate records of customer interaction and details of actions taken.
Supervises staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.
Assist with management decisions and activities.
Meets with staff weekly to assess and address needs
Coaching, mentoring, and providing additional training to staff as needed
Provides technical, administrative, and operational leadership to assigned task(s)
Engages with team members frequently to build, foster, and maintain a teamwork environment
Participates/assists in the development and improvement of workflow processes
Ensures quality assurance of all work submitted by end of day
Help with training new hires as needed
WHAT YOU’LL NEED:
BA/BS (or equivalent experience); 5+ years experience
6 months – 1 year of VAERS experience
Experience training/mentoring VAERS staff
Experience with customer interactions
Experience with InContact phone system
Experience supervising in a call center setting
Excellent writing, organizational, and communication skills
Ability to adapt to a changing environment and handle multiple priorities
Public trust clearance
WHAT GDIT CAN OFFER YOU:
401K with company match
Customizable health benefits packages
Internal mobility team dedicated to helping you own your career
Challenging work that makes a real impact on the world around you
Full-flex work week
This position requires being fully vaccinated against COVID-19 by December 8, 2021 or the start date, if after December 8. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
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.
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