Operations Manager

Position Overview

The Operations Manager oversees day-to-day contact center operations to ensure consistent achievement of service levels, quality metrics, and customer satisfaction in a highly regulated environment. This role directs supervisors and agents, aligning workforce, processes, and technology with organizational policies and mission‑critical performance targets. The manager analyzes operational data and budget performance to optimize staffing, call flows, and cost efficiency while maintaining compliance with contractual requirements, partnering with senior leadership to translate strategic objectives into actionable operational plans.

• Design and refine operational strategies, workflows, and standard operating procedures for multi‑channel contact center environments supporting enterprise customer service operations.

• Monitor real‑time and historical performance data including service levels, handle time, adherence, and quality scores, implementing corrective actions to protect customer experience and contractual key performance indicators.

• Manage frontline leaders and agents through coaching, performance management, and workforce planning aligned to forecasted volume and budget constraints.

• Oversee incident escalation and service‑recovery practices for high‑impact customer issues in mission‑critical systems, ensuring rapid resolution and stakeholder communication.

• Collaborate with technology and analytics teams to routing rules and reporting capabilities to improve operational efficiency and scalability.

• Ensure compliance with organizational policies, quality standards, and audit requirements in a highly regulated government environment.

• Develop and manage operations budgets, tracking cost trends and identifying savings opportunities without degrading service quality.

• Build and maintain working relationships with team members, vendors, client stakeholders, and other departments to support seamless contact center operations.

• Bachelor's degree or equivalent relevant experience in Business Administration, Management, or a related field.

• 7–10+ years of progressive contact center leadership experience, including direct supervision of teams and responsibility for operational outcomes.

• Demonstrated experience managing contact center operations with proven success in achieving service level agreements, quality metrics, and customer satisfaction targets.

• Strong analytical and problem‑solving skills with the ability to interpret performance data and implement data‑driven operational improvements.

• Proven leadership abilities including organizing, planning, scheduling, and coordinating workloads to meet established deadlines and performance standards.

• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

• Experience with enterprise contact center platforms such as Genesys, Five9, NICE, or Cisco, and associated reporting tools.

• Background managing outsourced or vendor contact center relationships under service level agreements.

• Knowledge of ITIL framework and processes applied to customer service operations.

• Prior experience in government or highly regulated civilian workforce environments.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color,…