Background Investigation, Best Practices, Business Administration, Business Operations, Call Center Management, Call Center Operations, Call Centers, Cloud Computing, Communication Skills, Contract Requirements, Customer Experience, Customer Support/Service, Government, Government Contracts, Government Reporting, Identify Issues, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Operational Support, Operations, Operations Management, Performance Analysis, Performance Metrics, Problem Solving Skills, Public Administration, Service Delivery, Standard Operating Procedures (SOP), System Integration (SI), Team Lead/Manager
Location: Washington DC metro area
Contact Center Operations Manager
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking an Contact Center Operations Manager to oversee all daily operations for a government contact center, ensuring consistent, high‑quality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.
Key Responsibilities:
- Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff.
- Ensure adherence to program policies, processes, procedures, and training approval workflows.
- Communicate high‑level escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders.
- Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs.
- Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions.
- Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery.
- Partner with cross‑functional teams to maintain alignment with program goals and ensure operational readiness.
Qualifications:
- Experience managing contact center operations of approximately 200 staff or larger.
- Strong understanding of contact center workflows, performance metrics, and operational best practices.
- Experience supporting government contracts or working within a regulated environment preferred.
- Proven ability to manage 24x7x365 operations and lead diverse teams.
- Strong communication, problem‑solving, and stakeholder‑management skills.
- Ability to oversee SOP development and ensure consistent operational execution.
- Bachelor's degree in Business Administration, Operations Management, Public Administration, or a related field.
Must be able to pass a federal background check that inlcudes a credit check.
Job Posted by ApplicantPro
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Systems Integration, Inc.