UCC Supervisor
DecisionPoint Corporationa month ago
Highlight
OnsiteFull-timeSenior
Summary
DecisionPoint Corporation is seeking 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) in Alexandria, VA.
About the Role
As a UCC Supervisor, you will be responsible for overall project management of complex, multi-task contact center operations, ensuring service quality, workforce management, operational efficiency, SLA compliance, and continuous service improvement. You will manage groups of employees engaged in technical and customer service duties, provide administrative and technical direction, and oversee Customer Service Representatives handling public inquiries across multiple communication channels.
About You
Required:
- 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.
Preferred:
- One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization.
- Strong written and verbal communication skills.
- Ability to work independently without supervision.
DecisionPoint Corporation
DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities. We specialize in implementing transformative IT support services that empower government agencies to enhance delivery of their critical mission requirements. We help solve some of the most vexing challenges facing government today and help transform and adapt their performance to meet these challenges. Our four Centers of Excellence are built to deliver world class solutions by bringing skilled people, mature processes, and smart technologies.
Alexandria, VA