Service Desk Lead/USPTO Contact Center (UCC) Supervisor

Job Description

Job Description

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for a Contact Center Supervisor role who shall provide direction, administration, quality assurance, leadership, and day-to-day oversight of the UCC team. The supported organization could have personnel both onsite at a Government facility and personnel at a contractor provided offsite.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Requirements and Primary Responsibilities:

• A minimum of a bachelor's degree.
• Five (5) years of experience in a high-volume contact center supporting the general public.
• May hold 1 or more Help Desk Institute (HDI) certifications or formal training from International Customer Management Institute (ICMI) or another institute/company.
• Able to obtain/maintain a Public Trust.
• Responsible for overall project management of complex, multi-task IT support requirements.
• Plan, organize and manage groups of employees engaged in various technical duties.
• Provide administrative and technical direction to personnel; has the corporate authority to recruit, hire, terminate personnel and commit corporate resources; coordinates approved task order; establishes improved procedures and controls, where necessary, to ensure that all services meet schedule and/or production.
• Provide customer representatives the status and activities of personnel covered under contract; responds to administrative or technical requests from the customer representative; and applies continuous evaluation and control measures.
• Self-starter who can work well without supervision