Job description
Title: Call Center Supervisor
Location: Remote / Alexandria, VA
Terms: Full-Time
Clearance: Public Trust (ability to obtain)
Travel: Up to 10%
Position Overview:
As RIVA Solutions, Inc continues to grow, we are looking for an experienced Call Center Supervisor for our USPTO client on their Contact Center project. This person should be a highly motivated go-getter, with a vast background in contact/call center operations, contact/call center reporting, and can maintain excellent client relationships. This is role is a key-personnel position responsible for the daily operation of the contact center.
Responsibilities:
- The Supervisor shall demonstrate three (3) years of successful leadership or equivalent experience, and proof of formal call center supervisor or call center manager training and/or certification, e.g., certification from the Call Center Industry Advisory Council (CIAC) or the International Customer Management Institute at the “Operations Manager” (CCOM) or “Strategic Leader” (CCSL) level.
- The Supervisor is the Contractor representative responsible for the services provided under this contract. He/she is responsible for contract administration and employees assigned to the contract.
- The Supervisor shall work closely with the Contracting Officer's Representative (COR) during the life of the contract.
- The Supervisor will be responsible for the timeliness and quality of services under the contract.
- The Supervisor is responsible for day-to-day operational management and for ensuring the services of the UCC are being effectively provided to the UCC’s customers.
- The Supervisor must possess a strong understanding of and experience in the management of contact/call centers and must clearly understand call center performance metrics.
- The Supervisor will also be responsible for any quality monitoring of call center agents and for managing individual agents against the UCC’s performance standards.
- The supervisor or designated representative shall meet with the COR and any other government personnel designated by the Contracting Officer to discuss performance against stated criteria and to discuss emerging performance issues.
Requirements
Basic Qualifications:
- Bachelor’s degree from an accredited university or equivalent years of experience
- Strong background in contact center management
- Background utilizing contact center reporting tools, software, and templates
- A minimum of five (5) years’ experience in a call center management role
- Highly organized, strong attention to detail and ability to efficiently multi-task
- Expert interpreting contact center reports and queue data to adjust contact center staffing and strategies
- Proven to be growth minded and has a personal style that builds trust with stakeholders and customers alike
- Expert in coaching and delivering feedback
- Ability to identify contact center trends and apply appropriate, strategic solutions
- Familiarity with federal employment laws, regulations and compliance
- Proficiency with MS Office (Word, Excel, PowerPoint etc.)
Preferred Qualifications:
- CIAC Call Center Manager Certification or ability to obtain within one year of employment – *USPTO Contact Center contract requirement
- Experience working in data driven environment
- Experience working in SharePoint
- Experience working in UCCMS or equivalent Customer Relationship Management (CRM) tool
- Experience working Interaction Desktop and IC Business Manager or equivalent CSR soft phone tools and contact center supervisor applications
About RIVA:
RIVA Solutions, Inc. is a rapidly growing provider of information Technology and Program Support Services to the United States Federal Government. Headquartered in McLean VA, RIVA has over 500 employees in 20+ states across the US. As we continue to expand our services within Management Consulting, STEM, Cyber AI and Robotic Process Automation, we are looking for highly qualified people to join and thrive with us. VivaLaRIVA!
RIVA Solutions, Inc. is an Affirmative and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors.
If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email hr@rivasolutionsinc.com. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail accommodations@rivasolutionsinc.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
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