CACI International Customer Service Manager (HR, Payroll, IT) in Oklahoma City, Oklahoma

Job Description

CACI has arrived in OKC! We are excited to open our new Corporate Shared Services Center in Oklahoma City and are searching for a Customer Services Lead to join our new team. As the Customer Services Lead at the Shared Services Center (SSC), you will manage day-to-day operations of the Service Center’s Customer Service Organization, focusing specifically on Human Resources and Corporate Information Systems (CIS) Tier-1 services, processing employee inquiries and Tier 2 CIS Field/Remote Services.

What You’ll Get to Do:

  • Direct, manage and oversee the entire operations of HR and Corporate Information Systems (CIS) activities to include HR and CIS Tier 1 and CIS Field/Remote Services.

  • Set direction and monitor key customer service level metrics to ensure the success of team performance against pre-established goals/ objectives and timely service to all customers.

  • Manage, plan and set customer service objectives.

  • Manage the day-to-day service center operations; set performance targets.

  • Make assignments for inbound/ outbound fulfillment of tickets

  • Manage and motivates service center staff, making decisions based on performance statistics, for example, which staff members need improvement, how effective current scripting and tools are, etc.

  • Assist and direct the CSRs in handling and following up on inquiries; handle disputes.

  • Plan the staffing of the employee service center, including shift patterns and the number of staff required to meet service-level expectations

  • Monitor quality of CSRs for accuracy, customer service orientation and data entry as needed

  • Examine operations and procedures and develops and implements new strategies and procedures.

You’ll Bring These Qualifications:

  • Bachelor’s degree in Human Resources, Business or related field OR equivalent experience in lieu of a degree

  • 8+ years of related experience focusing on internal customer support for IT and/or HR

  • Demonstrated leadership experience supervising employees, typically mid-to senior level

These Qualifications Would Be Nice to Have:

  • Experience with Cherwell software and/or Workday (HCM and/or Recruiting)

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.