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 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. 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 high-level 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 cross-functional 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, problem-solving, and stakeholder-management skills. Ability to oversee SOP development and ensure consistent operational execution.
Education:
Bachelors degree in Business Administration, Operations Management, Public Administration, or a related field.
Requirements:
Must be able to pass a federal background check that includes a credit check.