Contact Center Supervisor

Job Description

Job Description

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).

Individual must be able to attain and maintain a valid U.S. Government Public 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.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her 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 person's 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
• This position is considered contingent upon award.
• LCI is an Equal Opportunity Employer/ Veterans/ Disabled

If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at [email protected].