UCC Supervisor
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Job Location:
Alexandria, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
UCC Supervisor
Certifications: ITIL Certification v3 or Higher v4 preferred and HDI Certification.
Nationwide IT Services (UCS) is seeking a Unified Contact Center (UCC) Supervisor for a potential opportunity overseeing a public-facing contact center operation.
This position provides overall leadership and project management for complex high-volume multi-channel contact center operations serving the public within a structured federal IT environment. The UCC Supervisor ensures service quality operational efficiency workforce management SLA compliance and continuous service improvement.Key Responsibilities
Operational & Project Management
Clearance Requirement
Top of Form
Certifications: ITIL Certification v3 or Higher v4 preferred and HDI Certification.
Nationwide IT Services (UCS) is seeking a Unified Contact Center (UCC) Supervisor for a potential opportunity overseeing a public-facing contact center operation.
This position provides overall leadership and project management for complex high-volume multi-channel contact center operations serving the public within a structured federal IT environment. The UCC Supervisor ensures service quality operational efficiency workforce management SLA compliance and continuous service improvement.Key Responsibilities
Operational & Project Management
- Lead and manage complex multi-task IT contact center operations.
- Plan organize and supervise personnel performing technical and customer service functions.
- Provide administrative and technical leadership with minimal supervision.
- Exercise corporate authority to recruit hire terminate personnel and allocate corporate resources to support contract performance.
- Coordinate approved task orders and ensure all services meet required schedules production targets and quality standards.
- Implement improved procedures and internal controls to enhance performance and compliance.
- Apply continuous evaluation and performance monitoring to ensure operational effectiveness and SLA adherence.
- Provide status updates and operational reporting for Government customer representatives.
- Respond to administrative and technical inquiries from Government stakeholders.
- Collaborate with Government partners to enhance automation capabilities including AI-enabled virtual agent solutions.
- Supervise Customer Service Representatives (CSRs) handling public inquiries via phone email and web-based platforms.
- Ensure compliance with approved scripts knowledge articles and response templates.
- Monitor and manage:
- Automated Call Distribution (ACD) systems
- Interactive Voice Response (IVR) platforms
- Customer Relationship Management (CRM) systems
- Oversee case documentation and tracking within CRM platforms.
- Manage workforce forecasting call volume analysis and real-time schedule adjustments.
- Ensure adherence to UCC training programs and onboarding requirements.
- Conduct quality assurance reviews and trend analysis to identify improvement opportunities.
Clearance Requirement
- Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).
- Bachelors degree in computer science Engineering Mathematics Business Management or a related field (or equivalent experience).
- Minimum of five (5) years of experience in a high-volume contact center supporting the general public.
- Demonstrated experience managing multi-channel customer support operations (phone email web-based platforms).
- Experience overseeing workforce management SLA compliance and performance reporting in a structured service environment.
- Contact center operations management
- CRM platforms (e.g. Salesforce or similar)
- ACD and IVR systems
- SLA tracking and performance reporting
- Workforce management and call pattern monitoring tools
- Quality assurance methodologies and customer service best practices
- ITIL Certification v3 or Higher v4 preferred and HDI Certification.
- Formal training or certification from the International Customer Management Institute (ICMI) or a similar organization
- Public-facing customer service leadership
- Team supervision and performance management
- Operational oversight of high-volume environments
- Workforce forecasting and schedule optimization
- Quality assurance and continuous improvement
- Strong written and verbal communication skills
- Ability to work independently with minimal supervision
Why Join Nationwide IT Services
Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.Top of Form
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Hospitality Experience
- Management Experience
- Mediation Experience
- Guest Services
- Merchandising
- Experience with Children
- Leadership Experience
- Mentoring
- Supervising Experience
- Neonatal Ventilator
