[Hiring] Operations Site Manager @fa7f10e9-3da9-4660-90e6-d39964e8a3ea

Role Description

The Operations Site Manager (OSM) is responsible for the overall planning, execution, and day-to-day management of a high-volume contact center operation. This position provides operational leadership across voice and digital customer service channels and ensures that staffing, technology, processes, performance, quality, and customer experience objectives are consistently achieved.

• Lead the day-to-day operations of a high-volume contact center handling approximately 1 million customer contacts annually.
• Plan, organize, and execute site operations to achieve established service-level, productivity, quality, customer satisfaction, and operational performance objectives.
• Establish and maintain operational processes that support consistent, efficient, and customer-focused service delivery.
• Monitor contact volumes, service levels, wait times, abandonment, handle times, resolution rates, productivity, and other key performance indicators.
• Identify operational trends and performance gaps and implement corrective actions.
• Coordinate activities across voice, chat, chatbot, web, and other supported customer service channels.
• Ensure consistent application of standard operating procedures, call scripts, call routing strategies, and customer service processes.
• Manage operational issues and coordinate appropriate escalation and resolution.

Qualifications

• Bachelor's degree in business, communications, project management, or a related field; equivalent relevant experience may be considered.
• Current Project Management certification or equivalent recognized project management credential.
• 6+ years of program or project management experience, preferably leading high-volume contact center programs.
• Demonstrated experience managing federal Government programs, task orders, or comparable large-scale service operations.
• Demonstrated expertise in contact center performance management and customer experience.
• Experience managing or overseeing workforce management, quality assurance, knowledge management, CRM, data analytics, omnichannel operations, SOPs, and CSR training.
• Demonstrated knowledge of contact center technologies, including intelligent IVR, chatbot, live chat, VOIP, ACD, CRM, and related tools.
• Experience managing staffing, operations, resources, and budgets within a contractual environment.
• Experience presenting program performance, findings, and recommendations to senior Government officials or executive-level stakeholders.

Requirements

• Monitor and analyze contact center performance measures and operational trends.
• Establish appropriate performance expectations and work with supervisors and team leaders to address performance gaps.
• Analyze quality results and identify opportunities for coaching, training, process improvement, and operational changes.
• Provide operational oversight of contact center technologies and their integration into daily operations.
• Ensure staffing levels are sufficient to meet established performance measures across voice and digital channels.
• Analyze contact center data to evaluate operational performance and identify trends, risks, and improvement opportunities.
• Develop and maintain operational reports, dashboards, and performance summaries.
• Provide leadership and direction to contact center supervisors, team leaders, workforce management personnel, quality staff, trainers, and other operational resources as applicable.
• Resolve operational conflicts and support effective resolution of employee and customer service issues.

Benefits

• Equal opportunity employer.
• Consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.