Call Center Operations Manager

Responsibilities

• Oversee real-time contact center activities across OPA and agency lines (calls, email, chat).
• Maintain and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR).
• Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards.
• Resolve customer issues, operational problems, and system disruptions.
• Work with QA and training teams to improve performance and address skill gaps.
• Align staffing, scheduling, and resource allocation with demand.
• Ensure CRM, telephony, and tools are functioning and used effectively.
• Provide operational updates, metrics, and issue reporting to the Program Manager.
• Maintain adherence to federal regulations, security requirements, and continuity plans.

Requirements

• Bachelor's degree in Business, Management, or related field (or equivalent experience).
• 7+ years in contact center operations.
• 3–5 years in a supervisory or management role.
• Experience managing: Multi-channel contact centers, Teams of 50+ personnel.
• Experience with: Workforce management tools, CRM/contact center technologies.
• Federal or regulated environments (preferred).
• (Preferred) Certifications: Six Sigma / Lean, ITIL Contact Center Management.