Contact Center ProgramOperations Manager
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Bethesda MD
Contact Center Program/Operations Manager
Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking a Program/Operations Manager to oversee all daily operations for a government contact center in the healthcare/medical domain ensuring consistent high-quality service delivery across a 24x7x365 environment. This role provides leadership operational oversight and policy governance for all program processes procedures and training approvals. You will serve 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:
Serve as the primary point of contact for stakeholders ensuring effective communication and coordination across teams.
Track monitor and report on overall project progress milestones risks and performance.
Supervise and support project staff ensuring work is completed efficiently and aligned with project goals.
Manage project documentation including schedules reports deliverables and status updates.
Oversee project budgeting and ensure accurate tracking of financial and performance data.
Prepare and deliver regular project updates summaries and presentations to leadership and stakeholders.
Maintain and enforce quality standards through the development and implementation of quality control processes.
Support the creation and review of project plans strategic documents assessments and operational reports.
Plan lead and document project meetings including agendas notes and action items.
Ensure all project activities align with organizational objectives and contractual or operational requirements.
Qualifications:
High school diploma or equivalent required; bachelors degree preferred.
Ten (10) years of progressive customer service experience with at least five (5) years in a managerial role within a call center environment (medical industry preferred).
Demonstrated experience managing customer contact operations focused on inbound call processing.
Proven ability to develop staffing strategies and implement staffing plans.
Strong analytical and organizational skills with exceptional attention to detail.
Excellent communication and interpersonal skills with the ability to influence diverse groups.
Knowledge of SPOK and Avaya call center platforms.
Experience in process improvement standards development and operational optimization.
Prior work supporting federal government contracts.
Strong leadership ability in staff management development motivation counseling and performance benchmarking.
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
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.
