Contact Center Supervisor

Our client is seeking an experienced Contact Center Supervisor to provide leadership, direction, administration, quality assurance, and day-to-day oversight of the UCC team. The supported organization may include personnel located onsite at a Government facility as well as personnel working from a contractor-provided offsite location.

Primary Responsibilities

• Provide leadership, direction, administration, quality assurance, and day-to-day oversight of the UCC team.

• Manage complex, multi-task IT support requirements and ensure successful delivery of assigned services.

• Plan, organize, and manage teams of employees performing a variety of technical duties.

• Provide administrative and technical direction to assigned personnel.

• Exercise appropriate management authority related to recruiting, hiring, terminating personnel, and committing corporate resources.

• Coordinate approved task order activities and ensure contractual requirements are effectively executed.

• Establish and improve procedures and controls as necessary to ensure services meet required schedules and production expectations.

• Provide Government customer representatives with regular updates regarding the status and activities of personnel supporting the contract.

• Respond to administrative and technical requests from customer representatives.

• Apply continuous evaluation and control measures to maintain and improve service delivery.

• Work independently, exercise sound judgment, and effectively manage responsibilities with minimal supervision.

Required Qualifications

• Bachelor’s degree.

• Minimum of five (5) years of experience in a high-volume contact center supporting the general public .

• Demonstrated experience managing employees performing technical or IT support functions.

• Experience providing administrative and technical direction to personnel.

• Experience supporting complex, multi-task IT support requirements.

• Strong leadership, organizational, communication, and customer service skills.

• Ability to work effectively and independently with minimal supervision.

• Ability to obtain and maintain a Public Trust .

Preferred Certifications & Training

• One or more Help Desk Institute (HDI) certifications.

• Formal training from the International Customer Management Institute (ICMI) or another relevant institute or organization.