Contact Center Operations Lead

Omniscius Consulting; Morgantown (WV); On-site; USD 60,000 - 78,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) is seeking an experienced Contact Center Supervisor to lead the UCC team, oversee daily operations, and ensure quality assurance and delivery of services in a government-facing environment.

The role requires a Bachelor’s degree, five years in a high-volume contact center, and the ability to obtain a Public Trust. You will manage staff, coordinate tasks, and communicate with government customers and internal stakeholders.

Qualifications

• Bachelor’s degree required.
• Five years in a high-volume contact center.
• Experience providing admin/tech direction to personnel.
• Ability to obtain and maintain a Public Trust.
• Strong leadership and customer service skills.

Responsibilities

• Provide leadership, direction, administration, quality assurance, and day-to-day oversight of the UCC team.
• Manage complex, multi-task IT support requirements and ensure successful delivery of services.
• Plan, organize, and manage teams of employees performing a variety of technical duties.
• Provide administrative and technical direction to assigned personnel.
• Exercise management authority related to recruiting, hiring, and terminating personnel.
• Coordinate approved task order activities and ensure contractual requirements are met.
• Establish and improve procedures and controls to meet schedules and production expectations.
• Provide Government customer representatives with regular updates on status and activities.
• Respond to administrative and technical requests from customer representatives.
• Apply continuous evaluation and control measures to maintain service delivery.
• Work independently, use sound judgment, and manage responsibilities with minimal supervision.

Skills

Leadership experience

Customer service

Communication skills

Independent work

Education

Bachelor’s degree

Job description

Strategic Operational Solutions (STOPSO) is seeking an experienced Contact Center Supervisor to lead the UCC team, oversee daily operations, and ensure quality assurance and delivery of services in a government-facing environment.

The role requires a Bachelor’s degree, five years in a high-volume contact center, and the ability to obtain a Public Trust. You will manage staff, coordinate tasks, and communicate with government customers and internal stakeholders.