Customer Service Operations Manager

Flagger Force, an industry leader in traffic control, is hiring a Contact Center Operations Manager for our AM Response team based in Hummelstown, PA. This role leads the response teams to meet demand and minimize client impacts, while acting in accordance with company values, vision, and mission.

Schedule: Monday – Friday, 5:00 AM – 2:00 PM.

• Manage a team of office personnel.
• Direct work of at least five or more full‑time employees.
• Oversee daily operations of the Operations Support Department.
• Provide accurate, appropriate, and timely updates to VP Operations on department performance and progress.
• Stay apprised of industry trends, emerging technology, and best practices.
• Practice curiosity and lifelong learning while prioritizing overall growth and development.
• Ensure effective top‑down, bottom‑up, and lateral communication.
• Serve as the primary point of contact between OSC and Field during Storm Response.
• Ensure and maintain operational excellence.
• Address escalated client and field concerns quickly and thoroughly.
• Maintain a strong pulse on operations, practice awareness, identify problems and gauge impact.
• Possess strong knowledge of operational processes and make recommendations for improvement.
• Collaborate with IT Product Owner to discuss, explore and implement enhancements to organizational programs and applications.
• Ensure Standard Operating Procedures (SOPs) are actively created, updated and reviewed regularly.
• Support growth and development of Client Services Supervisor, Team Lead and Specialists.
• Review team schedule/structure and recommend improvements.
• Represent Operations Support/OSC on various projects and initiatives; discuss/challenge potential changes which may negatively affect operations.
• Support Senior Leadership in planning and execution of organizational goals and objectives.
• Drive collaboration, idea sharing, and continuous learning across the department.
• Explore and implement ideas to increase profitability and/or reduce waste.
• Communicate and negotiate with peers, stakeholders, and counterparts over shifting priorities and organizational resource allocation.
• Exercise effective change management by sharing the why, highlighting benefits, addressing resistance, creating new habits/language, and getting changes across the goal line.
• Identify opportunities to expand or shift courses based on industry/market changes.
• Enforce state, federal, and industry standards.
• Utilize big picture thinking to address concerns.
• Display strong personal and professional judgment.
• Be approachable, flexible, and adaptable.
• View problems as opportunities, relentlessly find solutions, and champion change and innovation.
• Act in accordance with company values, vision, and mission; exercise honesty, integrity, respect, demonstrate leadership, maintain professional appearance, positive attitude, effective communication, accuracy, efficiency, careful attention to detail, good attendance, and initiative to learn new skills and tasks.

• Medical, vision and dental insurance
• 401(k) with company match
• Generous paid time off
• On‑site fitness facility
• Paid holidays
• Health savings account
• Company‑paid benefits (long‑term disability and basic life/AD&D)
• Employee assistance program
• Tuition and education assistance

• Five or more years of experience in project management and people management.

Education:

Bachelor’s Degree.

• Seniority level:
  Director
• Employment type:
  
  Full‑time
• Job function:
  Management and Manufacturing
• Industries:
  Construction

Flagger Force is an Equal Opportunity Employer. We provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, military status, sexual orientation, genetic information, or any other protected status under applicable law.

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