Call Center Ops Manager
ITCON Services, Vienna, VA, United States
The Operations Manager is responsible for the day‑to‑day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency‑specific service lines (OSHA, ETA, WHD, etc.).
This role ensures that all customer interactions across multi‑channel platforms (phone, email, chat, IVR) are delivered in accordance with service level agreements (SLAs), performance metrics, and quality standards.
Manage daily operations: Oversee real‑time contact center activities across OPA and agency lines (calls, email, chat).
Ensure performance targets: Monitor and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR).
Supervise staff: Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards.
Handle escalations: Resolve customer issues, operational problems, and system disruptions.
Support quality & training: Work with QA and training teams to improve performance and address skill gaps.
Coordinate workforce management: Align staffing, scheduling, and resource allocation with demand.
Oversee systems usage: Ensure CRM, telephony, and tools are functioning and used effectively.
Report performance: Provide operational updates, metrics, and issue reporting to the Program Manager.
Ensure compliance: Maintain adherence to federal regulations, security requirements, and continuity plans.
Education
Bachelor's degree in Business, Management, or related field (or equivalent experience)
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)
Certifications (Preferred)
Six Sigma / Lean
ITIL
Contact Center Management certifications
#J-18808-Ljbffr
This role ensures that all customer interactions across multi‑channel platforms (phone, email, chat, IVR) are delivered in accordance with service level agreements (SLAs), performance metrics, and quality standards.
Manage daily operations: Oversee real‑time contact center activities across OPA and agency lines (calls, email, chat).
Ensure performance targets: Monitor and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR).
Supervise staff: Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards.
Handle escalations: Resolve customer issues, operational problems, and system disruptions.
Support quality & training: Work with QA and training teams to improve performance and address skill gaps.
Coordinate workforce management: Align staffing, scheduling, and resource allocation with demand.
Oversee systems usage: Ensure CRM, telephony, and tools are functioning and used effectively.
Report performance: Provide operational updates, metrics, and issue reporting to the Program Manager.
Ensure compliance: Maintain adherence to federal regulations, security requirements, and continuity plans.
Education
Bachelor's degree in Business, Management, or related field (or equivalent experience)
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)
Certifications (Preferred)
Six Sigma / Lean
ITIL
Contact Center Management certifications
#J-18808-Ljbffr