[Hiring] Contact Center Operations Manager @Montgomery County

Role Description

The Department of Technology Services, MC311 Division, is seeking a Contact Center Operations Manager (Manager-III), Grade M3, to lead daily operations and ensure exceptional service delivery for Montgomery County residents. In this role, you will oversee workforce planning, performance management, and implement operational improvements that support County goals. You will provide strategic guidance and supervision to contact center supervisors and Customer Service Representatives, ensuring compliance with policies, procedures, union agreements, and quality standards. The ideal candidate has proven experience managing contact centers in a public sector environment, is skilled at motivating teams, and is dedicated to delivering outstanding customer experiences.

This leadership role is responsible for directing the operational, administrative, and strategic functions of the MC311 Contact Center. The position requires a highly skilled, forward-thinking manager capable of overseeing complex service delivery, ensuring regulatory compliance, supporting staff development, and maintaining high-quality customer service outcomes across a large, high-volume operation. The selected candidate will be expected to demonstrate strong decision-making, excellent communication, and the ability to collaborate effectively with internal County partners and stakeholders.

• Overseeing the day-to-day operations of the MC311 Contact Center.
• Evaluating workflow efficiency, service quality, and overall customer experience.
• Developing, implementing, and updating policies, procedures, and operational guidelines.
• Designing and executing data-driven strategies to forecast short- and long-term resource needs.
• Coordinating with knowledge portfolio managers to maintain accurate and up-to-date service information.
• Conducting hiring, performance evaluations, coaching, and disciplinary actions.
• Ensuring staff are properly trained and consistently meet established performance standards.
• Maintaining strong working relationships with County departments and internal partners.
• Preparing reports, operational updates, and data analyses to support leadership decision-making.
• Ensuring compliance with County regulations, personnel policies, and service standards.
• Managing ADA, EEO, FMLA, union agreements, and other employee-related matters.
• Overseeing telework program administration and operational deployment.
• Participating in occasional MC311 community outreach events.
• Managing call center supervisors (currently four), including monitoring performance and developing performance plans and appraisals.

Qualifications

• Graduation from an accredited college or university with a Bachelor’s Degree.
• Five (5) years of progressively responsible professional experience in contact/call center operations, customer service, program administration, or related field.
• An equivalent combination of education and experience may be substituted.
• Preference will be given to candidates who have demonstrated experience working within unionized environments, including applying and interpreting collective bargaining agreements, supporting labor-management relations, and navigating workplace scenarios involving represented employees.

Requirements

• This position is designated as one that requires filing a Financial Disclosure Statement, and you will be required to disclose information about your financial affairs.
• This position requires completion of a pre-employment Medical History Form to assess your ability to safely perform the essential duties of the role.

Benefits

• MC311 Contact Center standard operating hours are currently 7:00 AM to 7:00 PM, with shifts starting at 6:30 AM.
• This role requires working within these hours and adjusting as needed.
• A five-day workweek and schedule flexibility are required.
• Occasional after-hours or weekend work may be required, such as during “holiday slide” operations, contact center activation, or off-schedule system maintenance events.
• A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
• This position is a 100% virtual role upon successful completion of the required training and probationary period.
• While the position is predominantly remote, the Manager will occasionally be required to participate in in-person meetings, events, or operational activities where management presence and oversight are necessary.
• Candidates should be prepared to attend these engagements as part of fulfilling essential leadership responsibilities.
• Candidates should be aware that this role requires active leadership during emergency situations when MC311 is activated.