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.