Second Shift FR Unit Manager

DTSV • Williamsburg, KY

1d • Onsite

About The Position

LDRM is seeking an Unit Manager who will oversee a large functional area on a production-based Government contract and be responsible for the overall production and quality of their team. This role works collaboratively with the Operations Manager, Program Manager, other Company personnel, and the U.S. Government customer. The Unit Manager shall also manage and maintain involvement in the hiring of personnel, operations and quality reporting, contract management, and operations excellence.

Requirements

• High School diploma or equivalent (Associates degree or higher preferred)
• Two (2) years of management experience
• Four (4) years of analytical or information processing experience in a field that equips the applicant with the knowledge, skills and abilities to successfully manage teams of analysts
• Ability to successfully complete a pre-employment background investigation, including credit and criminal checks
• Ability to obtain and maintain a Government security clearance (requires U.S. citizenship)
• Strong command of the English language both verbally and written
• Excellent written and oral communication skills
• Strong administrative and organizational skills
• Proficient with Microsoft Office software package
• Experience working with Avaya Automatic Call Distribution Software (ACD)
• Experience working with NICE Contact Center Interaction Recording Software
• Advanced knowledge and skills in Microsoft Excel
• Good interpersonal and communication skills
• Ability to interact with personnel at all levels
• Demonstrate a professional work ethic
• Basic understanding of geography
• Ability to work independently and as a member of the team

Nice To Haves

• Associates degree or higher

Responsibilities

• Directly supervise, coach and develop Supervisors, Workload Coordinators, and other management staff as assigned
• Hire and manage a technically proficient and professionally capable staff throughout the life of the contract
• Provide timely deliverables and performance related data to the customer in order to allow adequate monitoring, oversight, and performance measurement of support services
• Suggest process improvements to improve service delivery and performance
• Promote innovation, efficiency, and effectiveness
• Resolve problems with minimal disruption to the activities being performed under the contract
• Participate in conference calls and digital video conferences as required with overseas posts, CA/VO, DOS, and other U.S. Government agencies
• May be requested to provide formal and informal briefings

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED