About the job
Job Title: UCC Supervisor
Location: Alexandria, Virginia
Company Overview: Centuria is a proud Service-Disabled Veteran-Owned Small Business (SDVOSB) that has been providing exceptional IT, Engineering, and Scientific solutions to the Federal Government since 2002. With a commitment to excellence and integrity, we have built a reputation for delivering results through a team of dedicated professionals who take pride in their expertise and contributions.
Key Responsibilities:
- Oversee comprehensive project management of intricate, multi-faceted IT contracts.
- Strategically plan, organize, and lead teams engaged in diverse technical tasks.
- Provide both administrative and technical guidance to team members.
- Manage recruitment, hiring, and termination processes while allocating corporate resources effectively.
- Coordinate and oversee approved task orders.
- Develop and implement enhanced procedures and controls, ensuring that all services adhere to schedules and production targets.
- Communicate status updates and activities of personnel to customer representatives.
- Address administrative or technical inquiries from customer representatives.
- Continuously evaluate and apply control measures; operate independently without supervision.
Qualifications:
- Minimum of five (5) years of experience in a high-volume contact center environment serving the general public.
- Possession of one or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or another relevant organization is preferred.
