Contact Center Operations Manager

1 week ago


Baltimore, Maryland, United States ISN Full time
Job Title: Contact Center Operations Site Manager

ISN Corporation is seeking a highly skilled Operations Site Manager to oversee the operations of a large, high-volume government omni-channel contact center. The ideal candidate will ensure adequate staff at all times and plan and execute all operations of the contact center.

Key Responsibilities:
  • Oversee contact center operations, including staffing, planning, and execution
  • Ensure adequate staff at all times to meet performance measures
  • Adapt to changing circumstances and proactively address potential blockers and mitigate risks
  • Manage workforce to ensure sufficient staffing for all communications channels
  • Develop and implement standard operating procedures to ensure efficient operations
Requirements:
  • 6-8 years of experience in contact center operations, including planning and execution of high-volume contact centers
  • Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, and conflict resolution
  • Bachelor's degree in business, communications, or a related field
What We Offer:
  • Competitive benefits, including major medical insurance, flexible spending, short-term and long-term disability benefits, basic life insurance, and retirement plan
  • Paid leave with accrual beginning at date of hire

ISN Corporation is an Equal Opportunity Employer and an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.



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