UCC Supervisor

DICE is the leading career destination for tech experts at every stage of their careers. Our client, The Ventura Group, is seeking the following. Apply via Dice today!

Location:

Alexandria, Va

*** Position is contingent on contract award***

We are seeking a highly experienced UCC Supervisor to serve as key personnel supporting a high‑visibility Federal Government program.

The UCC Supervisor will be responsible for overall project management of complex, multi-task IT contracts. Plans, organizes and manages groups of employees engaged in various technical duties. Provides administrative and technical direction to personnel; has the corporate authority to recruit, hire, terminate personnel and commit corporate resources; coordinates approved task order; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production;

provides the customer representatives the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures; works without supervision. Responsible for overall project management of complex, multi-task IT contact center operations.

• Ability to successfully obtain and maintain a Tier 1 Investigation.
• Five (5) years of experience in a high-volume contact center supporting the general public.
• May hold 1 or more Help Desk Institute (HDI) certifications or formal training from International Customer Management Institute (ICMI) or other institute/company.

BA/BS in Business, Management, or equivalent.