Position SummaryThe 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).Duties & ResponsibilitiesResponsible 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.Education & ExperienceEducation (Required): BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalentFive (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 organizationSkills & CertificationsDemonstrated 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 managementCustomer Relationship Management (CRM) systems (Salesforce or similar)Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systemsSLA tracking and performance reportingWorkforce management and call pattern monitoring toolsQuality assurance and customer service best practicesPublic-facing customer service leadershipTeam supervision and performance managementOperational oversight of high-volume environmentsWorkforce forecasting and scheduling optimizationQuality assurance and continuous improvementStrong written and verbal communication skillsAbility to work independently without supervisionAdministrative and project management skillsThe 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 EMSContingent upon awardEqual Opportunity Employer/ Veterans/ DisabledIf 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 hr@lcibest.com.#J-18808-Ljbffr