Contact Center Supervisor

Position Summary

The Contact Center Supervisor is responsible for overall project management of complex multi-task contact center operations supporting high-volume inquiries from the general public across multiple communication channels. The UCC Supervisor ensures service quality workforce management operational efficiency SLA compliance and continuous service improvement within a structured federal IT environment. UCC Supervisor to oversee public-facing contact center operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).

Trust security clearance.

Duties& Responsibilities

• Responsible for overall project management of complex multi-task IT contact center operations.
• Plan organize and manage groups of employees engaged in technical and customer service duties.
• Provide administrative and technical direction to personnel and work without supervision.
• Possess corporate authority to recruit hire terminate personnel and commit corporate resources in support of contract performance.
• Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.
• Establish improved procedures and controls where necessary to ensure that all services meet schedule production and quality requirements.
• Provide customer representatives with the status and activities of personnel covered under the contract.
• Respond to administrative or technical requests from Government customer representatives.
• Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.
• Oversee Customer Service Representatives (CSRs) handling public inquiries via phone email and web-based platforms.
• Ensure compliance with approved scripts knowledge articles and email response templates.
• Monitor Automated Call Distribution (ACD) Interactive Voice Response (IVR) and Customer Relationship Management (CRM) systems.
• Manage documentation and case tracking within CRM platforms.
• Oversee workforce forecasting call pattern monitoring and real-time schedule adjustments.
• Ensure compliance with UCC training program modules and onboarding requirements.
• Conduct quality assurance reviews and trend analysis to identify operational improvement opportunities.
• Collaborate with Government stakeholders to enhance automation capabilities including AI-enabled virtual agent solutions.

Thisjobdescriptioninno waystates orimpliesthatthese aretheonlydutiesto beperformed or shewillberequiredtofollowanyotherinstructionsand to performanyotherdutiesrequestedbyhisorher supervisor

Education&Experience Requirements

• Education (Required); BA/BS in Computer Science Engineering Mathematics Business Management or equivalent
• Five (5) years of experience in a high-volume contact center supporting the general public.
• Clearance Requirement: Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).
• One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization

Skill&Certification Requirements

• Demonstrated experience managing multi-channel customer support operations including phone email and web-based platforms.
• Experience overseeing workforce management SLA adherence and performance reporting within a structured service environment.
• Contact center operations management
• Customer Relationship Management (CRM) systems (Salesforce or similar)
• Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systems
• SLA tracking and performance reporting
• Workforce management and call pattern monitoring tools
• Quality assurance and customer service best practices
• Public-facing customer service leadership
• Team supervision and performance management
• Operational oversight of high-volume environments
• Workforce forecasting and scheduling optimization
• Quality assurance and continuous improvement
• Strong written and verbal communication skills
• Ability to work independently without supervision
• Personnel must possess excellent communication skills (e.g. excellent written and verbal communication skills acquired via customer service work).
• Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another persons perspective; express knowledge in a clear simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner.
• Excellent written communication skills includes ensuring text is accurate and is expressed in clear straightforward manner.
• Personnel must possess administrative and project management skills.
• The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs.
• Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS
• LCIisanEqualOpportunityEmployer/Veterans/Disabled

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