UCC Supervisor

DecisionPoint | Cortek

About The Position

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.

Requirements

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
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

Nice To Haves

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

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 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.