UCC Supervisor (Planned Position)

Vienna, VA
Full Time
Mid Level

MicroHealth is seeking a highly skilled and experienced UCC Supervisor to provide overall project management of complex, multi-task contract. This leadership position requires an individual who can effectively plan, organize, and manage technical teams while ensuring exceptional service delivery in a high-volume contact center environment.

*This is a Planned position. *

Position Overview
The UCC Supervisor will be responsible for providing administrative and technical direction to personnel, coordinating approved task orders, and maintaining continuous evaluation and control measures to ensure all services meet schedule and production requirements. This role operates with significant autonomy and corporate authority.
Key Responsibilities

  • Provide overall project management for complex, multi-task IT contracts
  • Plan, organize, and manage groups of employees engaged in various technical duties
  • Provide administrative and technical direction to personnel
  • Exercise corporate authority to recruit, hire, and terminate personnel
  • Commit and coordinate corporate resources effectively
  • Coordinate approved task orders and ensure timely completion
  • Establish and implement improved procedures and controls to ensure service quality
  • Provide customer representatives with regular status updates on personnel activities
  • Respond promptly to administrative and technical requests from customer representatives
  • Apply continuous evaluation and control measures to maintain service excellence
  • Work independently without direct supervision
Required Qualifications
  • Minimum Experience: Five (5) years of experience in a high-volume contact center supporting the general public
  • Proven track record in project management and team leadership
  • Strong administrative and technical management capabilities
  • Demonstrated ability to work autonomously and make strategic decisions
Preferred Qualifications
  • One or more Help Desk Institute (HDI) certifications
  • Formal training from International Customer Management Institute (ICMI) or equivalent institute/company
  • Experience with IT contract management
  • Background in establishing operational procedures and quality controls
Salary: $75,000-$85,000

Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request and contact information.

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