Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Call Center Experience Process Management Process Management Customer Interaction Management Continuous Improvement Process KPI Reporting

Other Skills

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Team Management
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Customer Service
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Quality Assurance
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Professionalism
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Communication
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Teamwork
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Detail Oriented
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Problem Solving

Roles & Responsibilities

U.S. Citizenship required; favorable Tier 1 Investigation (or NBIS T1 suitability eligibility)
Ability to work from contractor facility or approved remote environment
Minimum five (5) years of experience in a high-volume contact center supporting the public
Preferred HDI certification or ICMI or equivalent contact center leadership training

Requirements:

Supervises USPTO Contact Center operations supporting public inquiries
Manages customer service representatives and call center workflows
Ensures quality, accuracy, and professionalism in customer interactions
Reports performance metrics and supports continuous improvement initiatives

Constellation West

About Constellation West

Constellation West is where extraordinary works. A leading provider of mission-critical technology solutions for the U.S. government, Constellation West is one of the fastest-growing service-disabled veteran-owned, women-owned, small disadvantaged businesses in the country. Constellation West is at the forefront of the IT industry, providing critical information technology solutions that make a positive impact on our nation. As a customer-oriented, mission-focused organization, we are totally committed to helping our customers solve their most difficult IT challenges. Backed by our depth and breadth of trusted IT capabilities, subject matter expertise and proven performance, we go to extraordinary lengths to develop cost-effective solutions that maximize efficiencies and capitalize on emerging technologies. Our unique heritage as a service-disabled veteran-owned, woman-owned and small disadvantaged business, combined with our nationally recognized and respected senior leadership team, ensures that professional excellence and personal integrity are at the core of everything we do. Leveraging top-notch technical solutions, we guide our customers on the best course of action to maximize their success every step of the way. Our passion is to make our nation more secure. Our commitment is to get the job done right. With its Headquarters in Washington, DC and Operations Center in Bellevue, Neb., Constellation West supports a wide array of government customers in defense and civilian sectors, including the U.S. Strategic Command, U.S. Air Force, U.S. Marine Corps, U.S. Navy, Veterans Administration, Environmental Protection Agency, Internal Revenue Service, Department of Agriculture and Small Business Administration.

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

ROLE: U.S. CONTACT CENTER (UCC) SUPERVISOR

REQUIRED:

U.S. Citizenship required; Favorable Tier 1 Investigation (or immediate NBIS T1 suitability eligibility)
Ability to work from contractor facility or approved remote environment
Minimum five (5) years of experience in a high-volume contact center supporting the public

PREFERRED:

Help Desk Institute (HDI) certification or International Customer Management Institute (ICMI) or equivalent contact center leadership training

FUNCTIONAL RESPONSIBILITY:

Supervises USPTO Contact Center operations supporting public inquiries.

Manages customer service representatives and call center workflows.

Ensures quality, accuracy, and professionalism in customer interactions.

Reports performance metrics and supports continuous improvement initiatives.

ABOUT US:

Constellation West is an award-winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.

CWest strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!

Benefits include but are not limited to:

• Competitive 401(k) plan with employer matching

• Competitive Health Benefits with employer contributions

• 11 Paid Holidays per year

• 15 Days starting PTO for new hires

• Tuition/CE reimbursement

• Relocation Assistance

• Pre-Tax Commuter Benefit Accounts

• STD/LTD/Life Insurance with buyup options

• Veteran Hiring Preference

• Conversion to an Employee-owned firm (ESOP) in 2026—a lucrative benefit to employee-owners!

We are an Equal Opportunity Employer

Constellation West is proud to be an EEO/AA employer M/F/D/V

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West 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. 41 CFR 60-1.35(c)

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