UCC Supervisor (Planned Position)
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
