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SRQA Operations Center Manager

Dunhill Professional Search • Greenbelt, MD

Posted 1 month ago

Job Snapshot

Other Great Industries

Job Description

SRQA Operations Center Manager

Greenbelt, Maryland

United States Census Bureau

The SRQA Manager will be working on the 2020 Census Program as part of a Fraud Detection Team, primarily dealing with suspicious data activities and investigations. In the first few months of the role the Operations Center Manager will primarily be planning out operations, determining the training needs and work for the data scientists. The Operations Center Manager will develop and implement the operations' vision for a team's call center. They will have about 20 Investigators reporting to them.

Additional duties include:

  • Ensure compliance with regulations and company performance standards and SOPs.
  • Drive change, facilitate innovation & continual improvement through productivity enhancements, coaching and team engagement
  • Provide input and leadership to plan, design, develop, and test Operations Center operations to include:
    • Concept of Operations
    • Staffing Plan
    • Training, Knowledge
    • Service Management,
    • Workforce Management
    • Analyst Performance
    • Recruiting

Minimum qualifications:

  • Master's Degree
  • 12 yrs.+ in developing and/or operating large complex call center, service desk, and/or BPO operations exceeding 100 agents.
  • BMC Remedy & Tableau
  • Communication and organization skill
  • Identifying, hiring, and developing team members to achieve high performance
  • Clear written and spoken communication skills for engaging with staff as well as stakeholders
  • Ability to coach team on best practices
  • Experience in meeting tight deadlines
  • Ability to handle multiple projects and prioritize


Job Requirements

Remedy, Tableau, Call center, Operations Management
Job ID: 985
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