Call Center Operations Manager

Operations Manager

The Operations Manager is responsible for the day-to-day management and execution of contact center operations supporting the DOL NCC, including OPA (front door) and agency-specific service lines (OSHA, ETA, WHD, etc.). This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) are delivered in accordance with service level agreements (SLAs), performance metrics, and quality standards.

Manage daily operations:
Oversee real-time contact center activities across OPA and agency lines (calls, email, chat). Ensure performance targets:
Monitor and meet SLAs/KPIs (service level, abandonment, customer satisfaction, FCR). Supervise staff:
Lead supervisors and CSRs, provide coaching, and ensure adherence to procedures and quality standards. Handle escalations:
Resolve customer issues, operational problems, and system disruptions. Support quality & training:
Work with QA and training teams to improve performance and address skill gaps. Coordinate workforce management:
Align staffing, scheduling, and resource allocation with demand. Oversee systems usage:
Ensure CRM, telephony, and tools are functioning and used effectively. Report performance:
Provide operational updates, metrics, and issue reporting to the Program Manager. Ensure compliance:
Maintain adherence to federal regulations, security requirements, and continuity plans.

Education:

Bachelor's degree in Business, Management, or related field (or equivalent experience)

Experience:

7+ years in contact center operations 3–5 years in a supervisory or management role Experience managing:
Multi-channel contact centers Teams of 50+ personnel Experience with:
Workforce management tools CRM/contact center technologies Federal or regulated environments (preferred)

Certifications (Preferred) Six Sigma / Lean ITIL Contact Center Management certifications