Contact Center Operations Manager

Remote – Work from home position

Summary:

Connect Centric is currently seeking qualified candidates to provide overall daily operations and management of a Consumer Resource Center (CRC) for a Federal Agency. This position is contingent upon contract award. Selected candidates may be required to sign a commitment letter for proposal submission.

Responsibilities:

• Oversee staffing, facility, training, service delivery, problem escalation and resolution and performance monitoring.
• Manage staffing logistics for projects, ensuring staffing requests are fulfilled in an efficient and cost-effective manner.
• Prepare employees for assignments by establishing and conducting orientation and training programs.
• Enforce management guidelines by preparing, updating, and recommending policies and procedures.
• Work with other departments to maximize the value of the employees and to ensure that everyone is working as productively and efficiently as possible.
• Work with multiple business units (HR, Finance, IT, etc.) to identify areas for improvement within resource management and develop action plans to implement positive process changes.

Qualifications:

• A minimum of five years’ experience working with a CRC, including at least three years’ experience managing a Consumer Resource Center (CRC).
• Hands-on experience in managing resources, schedules, budgets, business planning and logistics for various projects.
• Expert level experience with customer service principles and best practices.
• Ability to pass a background check.

Education:

• Minimum of a Bachelor’s Degree in any related field. 

Other Requirements:

• Demonstrated an understanding of and experience with organizational change management.
• Understanding of and experience working in a Consumer Resource Center (CRC).
• Demonstrated strong analytical skills; including the ability to find, interpret, and make recommendations based on available data.
• Demonstrated ability to work independently and use sound judgement making decisions.
• Demonstrated strong written and verbal communication skills.
• Must be able to provide technical assistance to the planning, design, installation, modification, and operation of telecommunications and information systems capabilities of a CRC and ensure all functions and processes are properly implemented and maintained.
• Self-motivated, responsible, and accountable.

US Citizenship required for this Position: Yes

Performance Location: Remote

Relocation Assistance: No

Clearance Type: None

Travel Required: No

Who We Are:

Connect Centric specializes in helping our federal agency customers deploy new or improve existing contact centers through comprehensive support services, including governance, customer experience, technology, and operations and maintenance.

Connect Centric is committed to hiring and retaining a diverse workforce. We're an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.