Operations Manager

Position summary:

The Operations Manager will be part of a team responsible for the leadership of the CMS CCO Programs.  Operations Manager is responsible for the direct oversight of CTI’s Customer Service Representative (CSR) Supervisor workforce at the Chester, VA facility.  The Operations Manager ensures that all CTI Supervisors are performing their duties in alignment with CMS and Maximus standards, that production floor operations are running smoothly, and that performance issues are identified and addressed promptly.  This role functions as the operational link between CTI site leadership and the CSR production floor. 

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Directly supervise and develop all CTI CSR Supervisors assigned to the Chester, VA facility.
• Conduct bi-weekly 1:1 check-ins with each Supervisor to review team performance, address escalations, and provide coaching.
• Deliver weekly status updates to CTI’s Operations Team and Site Manager covering floor-level performance, staffing, and other concerns.
• Monitor CSR production floor adherence to CMS performance standards, including call quality, schedule compliance, and SLA metrics.
• Coordinate with the QA/Training Manager to identify performance gaps and deploy targeted coaching and refresher training.
• Ensure Supervisors are executing daily pre-shift walkthroughs and Secure Floor Policy enforcement.
• Support surge readiness by coordinating warm bench activation and cross-training deployment with Site Manager and HR/Recruiting.
• Track and report CSR attrition by tenure cohort, surface early warning signals to Site manager and PM.
• Participate in weekly Operations Sync meetings with Site Manager and relevant Maximus counterparts.
• Identify training needs for Supervisors and coordinate with QA/Training Manager for delivery.
• Support scheduling governance by serving as operational liaison between Supervisors and the WFM/Scheduling Liaison.
• Document performance improvement activities; escalate personnel matters to HR/Recruiting as required.
• Ability to interact with all levels of management.

Skills:

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Instructing - Teaching others how to do something.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Time Management - Managing one's own time.

Attributes:

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
• Written Expression - The ability to communicate information and ideas in writing so others will understand
• Written Comprehension - The ability to read and understand information and ideas presented in writing
• Speech Clarity - The ability to speak clearly so others can understand you

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

• May be required to work holidays. 

• May be required to work off-shift.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.

Education and Experience:

• Bachelor's degree in Business or Management preferred, or equivalent work experience in related field.
• 4 years supervisor or leadership in a call center or customer service program experience required. Strong preference for a federal contact service environment.
• Demonstrated knowledge of leading leaders. 
• Ability to communicate effectively in English, both verbally and in writing.
• Strong knowledge of contact center operations metrics (AHT, ASA, abandonment rate, quality scores, attendance tracking, etc).
• Familiarity with workforce management systems and scheduling processes.
• Excellent interpersonal and conflict resolution skills.
• Experience managing performance improvement processes.
• Uses good judgment, ability to make independent decisions and proactively solve problems as required.
• Must be organized and have strong time management skills.
• Must have PC skills (Microsoft Office).  Familiarity with HRIS or LMS platforms.
• Basic math skills required.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
• Ability to interact with all levels of management.
• Strong analytical and organizational skills.
• Exceptional verbal and written communication skills. 
• Bilingual ability is a benefit
• Ability to pass a federal and local criminal background investigation.