About The Company:

　　Cayuse Federal Services (CFS) provides innovative and flexible solutions to federal government clients, emphasizing cost-effective excellence. CFS' capabilities, market-relevant service offerings, past performance credentials, and diverse status allow government clients to engage quickly and confidently with CFS. Core service areas for CFS include Environmental Services Investigation and Remediation, Munitions Response/Unexploded Ordnance (UXO), Operations Support Services Bases, Ranges, Airfields, and Logistics/Warehouse Management.

　　Primary Focus

　　The UERP Supervisor manages and serves as an initial point of contact for understanding and addressing questions and concerns from other agents as they occur, the goal to provide the most effective support to the customers. All duties and responsibilities performed in accordance with the Mission, Vision, and Core Values of Cayuse. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

　　Job Responsibilities

　　Responsible for supervising an assigned team of direct reports providing services to UERP clients.

　　Acts as a liaison with key client contacts providing scheduled reports and ad hoc information as required by the clients and terms of the service level agreements.

　　Oversees the processing of all requested services to meet client and business needs.

　　Obtains necessary access for new hires on all projects.

　　Serves as an initial point of contact for questions and concerns from agents and effectively responds to those situations that pertain to:

　　Technical issues (apply fixes, collecting documentation/screenshots, submit trouble tickets, etc.)

　　Tools and processes (provide coaching on tools, processes, and skills)

　　Workload/leveraging assistance (assist in leveraging internal Cayuse resources, collaborates with Cayuse SMEs, etc.)

　　Time reporting tasks:

　　Gathers and validates time sheets for team members and POCs (Costpoint & PWA)

　　Signs and submits time sheets to Finance.

　　Provides planned time off (PTO)

　　Assists with training and educational opportunities associated with new hires, new processes/tools, etc.

　　Acts as a mentor for new hires & current hires

　　Provides one-on-one coaching for all agents as needed.

　　Maintains high ticketing resolution rate for all Tier levels.

　　Provides training and coaching to agents to develop their skills so they are able to meet and maintain service level agreements.

　　Other duties as assigned.

　　Minimum Job Skills and Qualifications

　　Minimum Qualifications:

　　High School Diploma or GED required.

　　Currently possess or ability to obtain a Secret Clearance

　　Will need to be available to work 24/7 as needed to serve the client.

　　May need to cover a shift for an employee when no one else is available.

　　Must be able to pass a background check and additional background checks as required by projects and/or clients at any time during employment.

　　Preferred Qualifications:

　　Post-secondary education

　　3-5 years of work experience in a related industry

　　Previous supervisory experience in a similar environment strongly preferred.

　　Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

　　Minimum Skills:

　　Strong leadership, organizational, interpersonal and time management skills

　　Demonstrated outstanding writing skills, verbal communications skills.

　　Proactive, resourceful, and flexible

　　Positive attitude: tolerance to deal effectively with difficult and stressful situations.

　　Excellent customer focus and service

　　Consistently provides high level/quality support.

　　Excellent follow-up and follow-through skills required.

　　Possess a solid baseline of knowledge about the tools and processes agents use (Apply critical thinking to a situation before prescribing the solution, good problem-solving skills)

　　Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.) applications

　　Highly motivated and is at ease with handling or managing multiple tasks at any one time.

　　Ability to forge new relationships, individual and teaming in nature.

　　Self-starter, ability to independently, yet as part of a team.

　　Reports to: Delivery/Program Manager

　　Working Conditions

　　Professional office environment.

　　Must be physically and mentally able to perform duties while standing for extended periods of time.

　　Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.

　　Must be able to establish a productive and professional workspace.

　　Must be able to sit for long periods of time looking at computer screen.

　　May be asked to work a flexible schedule which may include holidays.

　　May be asked to travel for business or professional development purposes.

　　May be asked to work hours outside of normal business hours.

　　Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

　　Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer .

　　As an equal opportunity employer, Cayuse Government Services is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact our Recruiting Department at (541) 278-8200 for assistance.