Service Desk Operations Lead

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 50,000 - 75,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) is seeking a Contact Center Supervisor to provide direction, administration, quality assurance, and day-to-day oversight of the UCC team. The role may involve onsite government facilities and contractor offsite personnel. Requirements include a bachelor’s degree and five years in a high-volume contact center.

HDI certifications or ICMI training are preferred. The supervisor will plan, organize, and manage technical staff, deliver status updates to the

Qualifications

• A bachelor’s degree is required.
• Minimum five years of experience in a high-volume contact center serving the general public.
• HDI certifications or ICMI training preferred.
• Ability to obtain/maintain a Public Trust.
• Oversees complex IT support projects and multi-task requirements.
• Plans, organizes and manages groups of employees performing technical duties.
• Provides administrative and technical direction with authority to recruit and hire.
• Communicates status and activities to customer representatives; implements controls.
• Self-starter able to work with minimal supervision.

Responsibilities

• Provide direction, administration, quality assurance, leadership, and day-to-day oversight of the UCC team.
• Plan, organize and manage groups of employees engaged in various technical duties.
• Provide administrative and technical direction; has authority to recruit, hire, terminate personnel and commit resources.
• Coordinate task orders and ensure services meet schedule and production requirements.
• Report status and activities to the customer representative and respond to requests.
• Work independently with minimal supervision.

Skills

Project management

Leadership

Communication

Self-motivated

Customer service

Education

Bachelor's degree

Job description

Strategic Operational Solutions (STOPSO) is seeking a Contact Center Supervisor to provide direction, administration, quality assurance, and day-to-day oversight of the UCC team. The role may involve onsite government facilities and contractor offsite personnel. Requirements include a bachelor’s degree and five years in a high-volume contact center.

HDI certifications or ICMI training are preferred. The supervisor will plan, organize, and manage technical staff, deliver status updates to the