UCC Supervisor

Job description

Overview DecisionPoint seeks a UCC Supervisor to oversee public-facing contact center operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD). This role 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. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. *Please Note: This requisition is contingent upon contract award.* 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...