Contact Center Supervisor

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    "requisitionDescription": "<div><div><div><table border=\"1\" cellspacing=\"0\" cellpadding=\"0\" data-pasted=\"true\"><tbody><tr><td valign=\"top\" style=\"width: 100%;\"><p><strong>Position Summary</strong></p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><p>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).</p><p>&nbsp;</p><p>Individual&nbsp;must&nbsp;be&nbsp;able&nbsp;to&nbsp;attain&nbsp;and&nbsp;maintain&nbsp;a&nbsp;valid&nbsp;U.S.&nbsp;Government&nbsp;Public Trust security clearance.</p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><p><strong>Duties&nbsp;&amp; Responsibilities</strong></p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><ul><li>Responsible for overall project management of complex, multi-task IT contact center operations.&nbsp;</li><li>Plan, organize, and manage groups of employees engaged in technical and customer service duties.&nbsp;</li><li>Provide administrative and technical direction to personnel and work without supervision.&nbsp;</li><li>Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.&nbsp;</li><li>Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.&nbsp;</li><li>Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements.&nbsp;</li><li>Provide customer representatives with the status and activities of personnel covered under the contract.&nbsp;</li><li>Respond to administrative or technical requests from Government customer representatives.&nbsp;</li><li>Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.&nbsp;</li><li>Oversee Customer Service Representatives (CSRs) handling public inquiries via phone, email, and web-based platforms.&nbsp;</li><li>Ensure compliance with approved scripts, knowledge articles, and email response templates.&nbsp;</li><li>Monitor Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Customer Relationship Management (CRM) systems.&nbsp;</li><li>Manage documentation and case tracking within CRM platforms.&nbsp;</li><li>Oversee workforce forecasting, call pattern monitoring, and real-time schedule adjustments.&nbsp;</li><li>Ensure compliance with UCC training program modules and onboarding requirements.&nbsp;</li><li>Conduct quality assurance reviews and trend analysis to identify operational improvement opportunities.&nbsp;</li><li>Collaborate with Government stakeholders to enhance automation capabilities, including AI-enabled virtual agent solutions.</li></ul><p>&nbsp;</p><p><em>This&nbsp;job&nbsp;description&nbsp;in&nbsp;no way&nbsp;states or&nbsp;implies&nbsp;that&nbsp;these are&nbsp;the&nbsp;only&nbsp;duties&nbsp;to be&nbsp;performed by&nbsp;this&nbsp;employee.&nbsp;He or she&nbsp;will&nbsp;be&nbsp;required&nbsp;to&nbsp;follow&nbsp;any&nbsp;other&nbsp;instructions&nbsp;and to perform&nbsp;any&nbsp;other&nbsp;duties&nbsp;requested&nbsp;by&nbsp;his&nbsp;or&nbsp;her supervisor</em></p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><p><strong>Education&nbsp;&amp;&nbsp;Experience Requirements</strong></p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><ul><li>Education (Required); &nbsp;BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent&nbsp;</li><li>Five (5) years of experience in a high-volume contact center supporting the general public.&nbsp;</li><li>Clearance Requirement: Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).&nbsp;</li><li>One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization &nbsp; &nbsp;&nbsp;</li></ul><p>&nbsp;</p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><p><strong>Skill&nbsp;&amp;&nbsp;Certification Requirements</strong></p></td></tr><tr><td valign=\"top\" style=\"width: 100%;\"><ul><li>Demonstrated experience managing multi-channel customer support operations including phone, email, and web-based platforms.&nbsp;</li><li>Experience overseeing workforce management, SLA adherence, and performance reporting within a structured service environment.&nbsp;</li><li>Contact center operations management&nbsp;</li><li>Customer Relationship Management (CRM) systems (Salesforce or similar)&nbsp;</li><li>Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systems&nbsp;</li><li>SLA tracking and performance reporting&nbsp;</li><li>Workforce management and call pattern monitoring tools&nbsp;</li><li>Quality assurance and customer service best practices&nbsp;</li><li>Public-facing customer service leadership&nbsp;</li><li>Team supervision and performance management&nbsp;</li><li>Operational oversight of high-volume environments&nbsp;</li><li>Workforce forecasting and scheduling optimization&nbsp;</li><li>Quality assurance and continuous improvement&nbsp;</li><li>Strong written and verbal communication skills&nbsp;</li><li>Ability to work independently without supervision&nbsp;</li><li>Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).&nbsp;</li><li>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&#39;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.&nbsp;</li><li>Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.</li><li>Personnel must possess administrative and project management skills.&nbsp;</li><li>The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs.&nbsp;</li><li>Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS</li><li>This position is considered contingent upon award.&nbsp;</li><li>LCI is an Equal Opportunity Employer/ Veterans/ Disabled</li></ul><p>If&nbsp;you&nbsp;are&nbsp;an&nbsp;individual&nbsp;with&nbsp;a&nbsp;disability&nbsp;or&nbsp;a disabled&nbsp;veteran&nbsp;and need a&nbsp;reasonable&nbsp;accommodation to&nbsp;apply&nbsp;to&nbsp;a position please contact HR by phone at (405) 622-2200 or by email at&nbsp;<a href=\"mailto:[email protected]\">[email protected].</a></p></td></tr></tbody></table></div></div></div>\n",
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