<p>Responsibilities</p> <p>This Position is Subject to Contract Award.</p> <p>OBXtek is currently seeking a USPTO Contact Center (UCC) Supervisor, to support the USPTO Service Desk.</p> <p>Key Responsibilities</p> <ul> <li>Supervise daily UCC operations and customer service representatives </li><li>Ensure adherence to approved scripts, SOPs, and quality standards </li><li>Monitor call handling, email responses, and customer interactions </li><li>Ensure SLA compliance (answer speed, response time, quality metrics) </li><li>Coach, mentor, and evaluate UCC staff performance </li><li>Review quality assurance results and implement corrective actions </li><li>Coordinate with Knowledge Management and Communications teams </li><li>Support surge operations and special initiatives as directed </li><li>Participate in transition-in and knowledge transfer activities </li></ul> <p>Qualifications</p> <p>Required Qualifications</p> <ul> <li>Minimum 5 years of experience in a high-volume contact center </li><li>Demonstrated experience supporting the general public </li><li>Proven supervisory or team-lead experience </li><li>Strong customer service, communication, and conflict-resolution skills </li></ul> <p>Preferred Certifications / Training</p> <ul> <li>HDI, ICMI, or equivalent contact center training or certification </li></ul> <p>Security Clearance</p> <p>Public Trust</p> <p>Company Information</p> <p>Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers' knowledge and innovation using technology, collaboration, and education.</p> <p>We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.</p> <p>OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.</p> <p>OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.</p>