IT Call Center Supervisor

Initial Posting Date

06/15/2026

Application Deadline

06/25/2026

Agency

Oregon Liquor & Cannabis Commission

Salary Range

$6,834 - $10,569

Position Type

Employee

Position Title

IT Call Center Supervisor

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.

What’s In It For You

• Rewarding work in a productive and creative environment
• Colleagues who are passionate about public service and safety
• Work/life balance, 11 paid holidays a year, personal days, sick time, vacation accruals, and more! Click here to learn about State of Oregon benefits.
• Pension and retirement programs
• Advancement and learning opportunities that will help grow your career with the State of Oregon
• Possible eligibility for the Public Service Loan Forgiveness Program
• A workplace that fosters fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity.

About This Opportunity

• This position is based at our Milwaukie, OR headquarters office. Please note that the headquarters for the agency will relocate from Milwaukie to Portland, OR by approximately mid 2027.
• After an initial training period, this position may be eligible for a flexible hybrid work schedule, however weekly in-office work will be required. This position is not eligible to be fully remote.
• This position is a management service position and is not represented by a union.

Here’s What You Will Do

• 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.

Please contact ***email_hidden*** if you would like a copy of the position description.

Minimum Qualifications

Here’s what you need to qualify:

• 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.

Preferred Skills

• 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.

Application Instructions And Information

• A resume and cover letter are required for this job posting. Please attach both in the “Resume / Cover Letter” section of the application.
• Please ensure that you clearly demonstrate in your application materials that you meet the qualifications listed and that you follow all instructions carefully. Only complete applications addressed to the OLCC and received by the posted application deadline date will be considered.
• You may be asked to submit a skills assessment, a writing sample, or a video/phone interview as part of the application screening process.
• Internal candidates currently working for OLCC must apply using your employee Workday account. In addition to required attachments, ensure that your profile has your current job history and education. In Workday, click on Menu in the upper left corner, Jobs Hub, Find Jobs. Enter the job number in the search bar, click on the job title and select Apply.

Additional Information

• The use of outside resources such as artificial intelligence (AI) software during applicant skills assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.
• The selection process consists of a review of your application and an evaluation of your education, experience, training, and overall professionalism of your application materials. Candidates that follow the application directions, submit what is required and provide us with credentials that showcase their skills and how they meet the minimum qualifications and preferred skills will be invited to an interview. Resumes will not replace the completed job history experience in Workday. We will only review documents that are requested. Because details are very important to us, your application materials will be evaluated for grammar, spelling and punctuation.
• This recruitment may be used to fill current and future Permanent, Limited Duration, Job Rotation and Temporary vacancies as they occur.
• Per the Pay Equity Law passed in 2017, a pay equity analysis will be conducted to determine what pay step the successful candidate will be offered. The analysis will be based on the relevant experience, education, training, and certifications documented in the application materials. On average, candidates new to state service will most likely be offered compensation in the lower to mid-level of the salary range.
• Any offer of employment with OLCC is contingent on acceptable references and background check. This position requires a background and security check with fingerprinting to work in areas that handle confidential documents. An adverse background and failed security clearance will result in disqualification.
• Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: Veterans Resources. NOTE: If claiming veterans’ preference please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.
• We hire preferred workers! For more information, please visit our website: Preferred Worker Program.
• OLCC does not offer VISA sponsorships. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet our agency employment eligibility standards. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States.

Helpful Links And Contact Information

Learn more about OLCC

Understanding the State Application Process

Help and Support webpage

For more information you may contact us by e-mail at ***email_hidden***.

OLCC is fully committed to attracting, retaining, developing, and promoting the most qualified candidates without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, or veteran status.