UCC Supervisor

Overview

DecisionPointseeks 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.

• 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.

Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).

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.

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

Preferred:
One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization.

• 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

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