Contact Center Supervisor

Position Summary

The Contact Center Supervisor 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.

Duties & Responsibilities

• 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.
• Cook up 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.

Education & Experience Requirements

• 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.

Clearance Requirement

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

Skill & Certification Requirements

• 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.