IT Call Center Supervisor

State of Oregon•Portland, OR

8d•Hybrid

About The Position

The Oregon Liquor and Cannabis Commission (OLCC) oversees access to alcohol and cannabis products in Oregon through education, regulation, and distilled spirits distribution. Our aim is to protect public health and safety while supporting responsible businesses and providing funding for local and state agencies. This position manages the Commission’s external-facing Call Center. In collaboration with the CIO and IT managers, this position participates in strategic planning and solutions roadmap and provides direction, planning, and policy development within the division. It provides effective development, implementation and management of the call center to ensure access to OLCC public facing applications for customers. This position manages relationships with staff administrative contacts, vendors, business partners, and other state agencies to understand, develop, manage, and communicate OLCC IT operations and their impact to the Recreational Marijuana, Distilled Spirits, and/or Public Safety Divisions for the State of Oregon, including impacts on the public, other agencies and private sector businesses regulated by the Commission.

Requirements

Four years of lead work, supervision, or progressively related experience to the class concept; OR one year of related experience and a bachelor's degree in a related field.

Nice To Haves

Experience supervising a customer‑facing technical support team or call center environment that provides Tier 1 and Tier 2 assistance across multiple systems.
Demonstrated ability to build or refine operational structures such as SOPs, workflows, support scripts, and knowledge‑base content.
Strong customer‑service sensibility, including the ability to support small business owners and the general public with patience, clarity, and empathy.
Experience onboarding, coaching, and developing staff in a service‑oriented environment, including fostering a positive and collaborative team culture.
Ability to communicate technical information in clear, accessible language to non‑technical audiences.
Skill in navigating complex organizational environments and collaborating with cross‑functional partners, vendors, and subject‑matter experts.
Experience supporting SaaS applications or other multi‑platform technology ecosystems, including the ability to learn new systems quickly.
Ability to assess call‑center performance, identify service gaps, and implement improvements in quality, timeliness, and customer satisfaction.
Strong organizational and prioritization skills, especially during periods of high call volume or system outages.
Demonstrated commitment to continuous learning, professional growth, and staying current with customer‑support best practices and modern service‑management approaches.

Responsibilities

Responsible for managing, planning, organization, direction, and evaluation of the staff.
Manage the work activities of IT staff, coordinate and monitor the daily work schedule and assigning work priorities to meet planned work schedules.
Coordinate work with IT Director and CIO to assign work and provide guidance regarding agency needs and work priorities to be performed.
Verifies employees are following OLCC and DAS policies and procedures as well as abiding by Cyber Security Standards.
Ensure that employees who handle sensitive information are provided with the Security Report for their division and properly secure that information.
Provide and review the Division Security Reports with employees on a quarterly basis.
Provide information to CIO and IT management regarding division budget including agency monetary commitments.
Tracks unit expenditures and reports to communicate expenses; monitor budget anticipated vs. actual; flag budget issues with IT management and Financial Services.
Set standards and practices for Call Center, implement best practices and minimum process requirement, as well as improve Customer Service execution for quality, timeliness and accuracy.
Regular and reliable attendance is an essential function of this position and is required to meet the demands of this job.