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 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.
Qualifications:
Clearance Requirement
Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).
Education (Required)
BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
Experience (Required)
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.
Technical Knowledge (Required)
- 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
Certifications
Preferred:
One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization
Skills
- 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
Our Equal Employment Opportunity Policy:
- EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
- Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
- Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.
