Note: The job is a remote job and is open to candidates in USA. Constellation West is an award-winning company that delivers Information Technology engineering services and solutions worldwide. They are seeking a Contact Center Supervisor to manage customer service representatives, oversee call center workflows, and ensure quality in customer interactions while reporting performance metrics.

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

Skills

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

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!

Company Overview