Second Shift FR Unit Manager

Akima, LLC•Williamsburg, FL

2d•Onsite

About The Position

LDRM is looking for a Second Shift Unit Manager to work in Williamsburg, KY. This role involves directly supervising, coaching, and developing Supervisors, Workload Coordinators, and other assigned management staff. The position requires hiring and managing a technically proficient and professionally capable staff throughout the contract's duration. Key responsibilities include providing timely deliverables and performance data to the customer for monitoring and oversight, suggesting process improvements to enhance service delivery and performance, and promoting innovation, efficiency, and effectiveness. The Unit Manager will also be responsible for resolving problems with minimal disruption and participating in conference calls and digital video conferences with overseas posts, CA/VO, DOS, and other U.S. Government agencies. Briefings to visitors may also be requested.

Requirements

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.
Must be a U.S. citizen with a current, active Secret level security clearance.
Must successfully complete a comprehensive 10-year criminal and credit history background check.
Bachelor’s Degree; or four (4) years of additional experience may be substituted for a BS/BA degree
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.

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 to visitors.