Operations Manager
Share
Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Location: Washington DC metro area
Operations Manager
Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking an Operations Manager to oversee all daily operations for a government contact center ensuring consistent highquality 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 highlevel 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 crossfunctional 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 problemsolving and stakeholdermanagement skills.
- Ability to oversee SOP development and ensure consistent operational execution.
- Bachelors 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.
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Systems Integration is a provider of turnkey contact center infrastructure solutions and IT services that helps U.S. government and businesses to elevate their customer satisfaction.
