Contact Center Supervisor

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: 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 - 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 tec...