Second Shift FR Unit Manager

DTS; Williamsburg (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

DTSV is seeking an Unit Manager to oversee a large production-based Government contract, ensuring overall production and quality of the team. The AOM collaborates with the Operations Manager, Program Manager, and the U.S.

Government customer to manage staffing, operations, and performance reporting on contract activities. The role includes hiring, managing analysts, delivering performance metrics, and driving process improvements while representing the contract in communications with

Qualifications

• Requires High School diploma; Associates degree preferred.
• Minimum 2 years of management experience.
• Minimum 4 years of analytical or information processing experience managing analysts.

Responsibilities

• Directly supervise, coach and develop Supervisors and other management staff.
• Hire and manage technically proficient staff throughout the contract lifecycle.
• Provide timely deliverables and performance data to the customer for monitoring and performance measurements.
• Suggest process improvements to enhance service delivery and performance.
• Promote innovation, efficiency, and effectiveness within the team.
• Resolve problems with minimal disruption to contract activities.
• Participate in conference calls with overseas posts and U.S. Government agencies.
• May provide formal and informal briefings.

Skills

Staff Management

Coaching

Performance Reporting

Process Improvement

Cross-Agency Communication

Public Speaking

Education

High School diploma

Associates degree preferred

Tools

Microsoft Office

Avaya ACD

NICE Contact Center

Excel

Job description

Description

LDRM is joint venture between two companies, DTSV and Lockwood Hills, a subsidiary of Akima. At LDRM, we streamline the review, validation, compliance, and submission of virtually any government-specific system application that enables our customers to achieve predictably lower costs, greater information security, leaner operations, and more effective digital government. LDRM specializes in background investigation support, records management, business automation and optimization, and administrative support. If you would like more information regarding LDRM please go to: www.ldrmllc.com.

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

Essential duties and responsibilities for the position include the following:

• 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

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)

Additional Knowledge, Skills and Abilities:

• 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

Physical Demands:

While performing the duties of this job, the employee may occasionally be required to stand; walk; sit; lift; bend; reach; carry; stoop; kneel; use hand and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; speak; or hear. Specific vision abilities may be required to perform the job which may include close vision, distance vision, color vision, peripheral vision, depth perception, or the ability to adjust focus.

Work Environment:

Mainly office but may also include all other work environments as required.

DTSV is an Equal Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.