Contact Center Supervisor

About the role

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.

Responsibilities

• 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.

Requirements

• Required U.S. Citizenship required; Favorable Tier 1 Investigation (or immediate NBIS T1 suitability eligibility)
• Availability for on-site support in Alexandria, VA
• 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

Qualifications

• Functional Responsibility

Skills

• Customer Service
• Leadership
• Quality Assurance
• Continuous Improvement

Benefits

• 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!

Pay

N/A

Schedule

N/A