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Company Contact Info

  • 1504 Chestnut Street
    Clifton Forge, VA 24422

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Operations Manager

Faneuil • Clifton Forge, VA

Posted 24 days ago

Job Snapshot

Other Great Industries
Information Technology, Customer Service, Entry Level


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Job Description

In partnership with the Program Manager, is responsible for the day-to-day management of the Customer Service Center delivery and ongoing Operations, which includes the planning, organizing, budgeting for the CSC Operations; on-site management and oversight of all CSC departments, daily and associated personnel; the financial responsibilities of the CSC, and the equipment, materials, and supplies utilized in the Operations; and all aspects of customer service and quality required to satisfy the requirements. This Manager would be considered Senior Management, the Contractor’s 2nd-highest person of authority on-site.


  • Covers daily operations with the Program Manager is out or unavailable
  • Captures all action items and decisions in the weekly meetings and promptly distributes meeting notes.
  • Follow up with Client IT on deliverables for this meeting
  • Responsible for the month-end KPI and Operational reporting due to client
  • Responsible, in partnership with the Program Manager, for audit (SSAE and PCI Compliance) and documentation (Operations Manual, Business Rules) deliverables.
  • Act as a project manager for special operational projects such as transition to new operational technologies, applications, vendors, or audits
  • Leads and organizes responses to client inquiries
  • Recommends improvements to day to day operations with a focus on efficiency and risk mitigation
  • Responsible for directing/contacting vendors on the internal and external upkeep of the CSC building
  • Other duties as assigned

Job Requirements

  • Bachelor’s Degree or related field or equivalent work experience in tolling and customer service
  • Quality Assurance / Quality Control experience preferred
  • Experience in managing client relationships and programs, managing accounts and complex client relationships
  • Experience in the telecommunications/call center or information industry
  • Experience managing teams of people
  • Strong organizational and planning skills
  • Strong customer service skills
  • Strong planning & organizing, analytical skills
  • Experience in the effective training and development of personnel and teams
  • Strong communication (oral & written), presentation & listening skills
  • Ability to exercise sound judgment and resolve problems
  • Working knowledge of telecommunications technology and products
  • Knowledge of toll collection processes is preferred
  • Proficient in Microsoft Office Suite of products, Advanced Excel skills

Final candidates for this position will need to successfully complete drug screening and a background investigation.

Job ID: US83351862650-83351862643
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