Military Ticket Program Customer Service Supervisor

This position is assigned to the Non-appropriated Fund (NAF) Military Ticket Program; Morale, Welfare, and Recreation Community Recreation. The primary purpose of this position is to supervise the MWR Tickets Call Team. The incumbent provides direct oversight of the MWR Tickets Call Team, ensures comprehensive customer support for eligible patrons navigating the website and purchasing tickets, and coordinates technical and administrative operations to maintain a seamless eCommerce experience. PRINCIPALES MISSIONS : In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience. Supervisory Duties include but are not limited to: Directs work to be accomplished by a workforce of NAF employees: up to four MTP Customer Service Agents (NF-3/GS-5) and acts as Rating Official (RO). Assigns work based on priorities, difficulty and requirements of assignments, and staff capabilities; Conducts annual performance reviews of staff; Participates in section staffing decisions; Ensures staff receives proper training to fulfill requirements of their positions; Addresses potential disciplinary and/or performance issues timely and takes appropriate, corrective action(s) as necessary; and Fosters a work environment free of discrimination, harassment, and/or reprisal and ensures equitable treatment of all staff. Supports CNIC's Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; ensures all subordinate staff understands and adhere to the policy; and ensures treatment of all staff is fair and equitable. Non- Supervisory Duties include but are not limited to: Provides worldwide support to all callers related to the Military Ticket Program. Performs dedicated, scheduled shifts as a frontline Call Center Customer Service Agent to directly support surge demands and meet operational mission requirements. Serves as the primary escalation point for the MWR Tickets Call Team. Responds to inquiries and assists customers, ticket office staff, and purchasers via phone and email. Analyzes and resolves complex problems related to MTP applications (such as Ticket Management System (TMS) and MWRTickets.com) and transactions. Provides recommendations to supervisor regarding process improvements, based on trend analysis. Ensures team compliance with all processes, procedures, and customer service expectations. Evaluates call center team for efficiency, accuracy and customer service response. Makes adjustments or recommendations to improve services, based on evaluation of call center metrics. Reviews the eCommerce site regularly to ensure all marketing advertisements are up-to-date and informs supervisor of any items requiring removal or replacement. Compiles daily or weekly reports received from call staff to track call volume, types of inquiries, and specific issues for program and site improvement. Communicates regularly with MTP and HQ Community Recreation team regarding issues requiring information technology upgrade or repair, marketing updates, and ticket data correction. Actively seeks and maintains advanced knowledge concerning ticket vendors, military promotions, and eligibility. Maintains a thorough understanding of the MWR Tickets application, FAQs, and MTP processes. Maintains knowledge of the technical operation of the MWR Tickets site, accounting procedures and ticket availability. QUALIFICATIONS REQUISES : Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate must posse

Salaire : $62,400 – $72,000/Per Year | Avantages : https://virtualfairhub.com/cnic

Commander, Navy Installations Command (CNIC) offers innovative, exciting and meaningful work linking military and civilian talents to achieve our mission and safeguard our freedoms. CNIC provides competitive salaries, comprehensive benefits, and extensive professional development and training. The mission of the Fleet and Family Readiness (FFR) Programs is to maximize the physical, emotional and social development of the fleet, fighter and family. FFR enables a ready Navy force through its Fleet Readiness, Family Readiness, and Housing Programs. We provide direct and support services to all non-appropriated fund (NAF) employees who work for Morale, Welfare and Recreation (MWR) throughout the FFR Program worldwide. CNIC HQ N92