UCC Supervisor

UCC Supervisor

Certifications: ITIL Certification v3 or Higher, v4 preferred and HDI Certification.

Nationwide IT Services (UCS) is seeking a Unified Contact Center (UCC) Supervisor for a potential opportunity overseeing a public-facing contact center operation. This position provides overall leadership and project management for complex, high-volume, multi-channel contact center operations serving the public within a structured federal IT environment. The UCC Supervisor ensures service quality, operational efficiency, workforce management, SLA compliance, and continuous service improvement.

• Lead and manage complex, multi-task IT contact center operations.
• Plan, organize, and supervise personnel performing technical and customer service functions.
• Provide administrative and technical leadership with minimal supervision.
• Exercise corporate authority to recruit, hire, terminate personnel, and allocate corporate resources to support contract performance.
• Coordinate approved task orders and ensure all services meet required schedules, production targets, and quality standards.
• Implement improved procedures and internal controls to enhance performance and compliance.
• Apply continuous evaluation and performance monitoring to ensure operational effectiveness and SLA adherence.

• Provide status updates and operational reporting for Government customer representatives.
• Respond to administrative and technical inquiries from Government stakeholders.
• Collaborate with Government partners to enhance automation capabilities, including AI-enabled virtual agent solutions.

• Supervise Customer Service Representatives (CSRs) handling public inquiries via phone, email, and web-based platforms.
• Ensure compliance with approved scripts, knowledge articles, and response templates.
• Monitor and manage:
  • Automated Call Distribution (ACD) systems
  • Interactive Voice Response (IVR) platforms
  • Customer Relationship Management (CRM) systems
• Oversee case documentation and tracking within CRM platforms.
• Manage workforce forecasting, call volume analysis, and real-time schedule adjustments.
• Ensure adherence to UCC training programs and onboarding requirements.
• Conduct quality assurance reviews and trend analysis to identify improvement opportunities.

• Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).

• Bachelor’s degree in computer science, Engineering, Mathematics, Business, Management, or a related field (or equivalent experience).

• Minimum of five (5) years of experience in a high-volume contact center, supporting the general public.
• Demonstrated experience managing multi-channel customer support operations (phone, email, web-based platforms).
• Experience overseeing workforce management, SLA compliance, and performance reporting in a structured service environment.

• Contact center operations management
• CRM platforms (e.g., Salesforce or similar)
• ACD and IVR systems
• SLA tracking and performance reporting
• Workforce management and call pattern monitoring tools
• Quality assurance methodologies and customer service best practices

• ITIL Certification v3 or Higher, v4 preferred and HDI Certification.
• Formal training or certification from the International Customer Management Institute (ICMI) or a similar organization

• Public-facing customer service leadership
• Team supervision and performance management
• Operational oversight of high-volume environments
• Workforce forecasting and schedule optimization
• Quality assurance and continuous improvement
• Strong written and verbal communication skills
• Ability to work independently with minimal supervision

Why Join Nationwide IT Services? Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.